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  • 1.  Enable communication level After Call Work

    Posted 09-05-2023 08:11
    No replies, thread closed.

    Hi,

    Could someone tell me if the "Enable communication level After Call Work" setting impact any analytic endpoint or change the structure of the API responses to the analytics APIs?

    Enable communication level After Call Work - Genesys Cloud Resource Center (mypurecloud.com)

    Thanks!

    JeroenPost


    #Reporting/Analytics

    ------------------------------
    Jeroen van der Sandt
    bol.com B.V.
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  • 2.  RE: Enable communication level After Call Work

    Posted 09-06-2023 15:48
    No replies, thread closed.

    No change to analytics endpoints. Its a way to start using our new API's to capture wrap-up. 

    We used to always do it on the participant level. 

    Participant level wrap-up is still valid. The API's that enable this can still be accessed 

    • PATCH  /api/v2/conversations/{Interaction-type}/{conversationId}/participants/{participantId}

      • Interaction Type : Calls, Callbacks, Chats, Emails, Messages , etc 
      • This Patch call is used to apply a wrap-up at the participant level. 

    We now have a new API to apply wrap-up at the communication level. ( to account for scenarios where the same participant has multiple communications ex:  Callbacks at the same time ) 

    The new communication level wrap-up API's are the following: 

    • POST /api/v2/conversations/{Interaction-type}/{conversationId}/participants/{participantId}/communications/{communicationId}/wrapup

      • Interaction Type : Calls, Callbacks, Chats, Emails, Messages , etc 
      • This POST call is used to apply a wrap-up at the communication level for a given participant. 

    We do maintain backward compatibility when communication level wrap-up is used. There should't be any updates that would break what analytics api returns. 



    ------------------------------
    Sachi Pradhan
    Product@Genesys
    [https://twitter.com/pradhan_sabya]
    [https://www.linkedin.com/in/sachipradhan/]
    ------------------------------

    Original Message


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