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Hi Genesys Community Team,

I'm trying to capture specific call outcomes at the API level, particularly to determine whether a call went to voicemail and whether the customer and agent actually interacted.

Here's the scenario:

1. A customer tries to reach an agent.
2. All agents are busy, so the customer opts for a callback.
3. The call ends.
4. Once an agent becomes available, they call the customer back.
5. The customer hangs up immediately.
6. The agent hears a voicemail and disconnects.

Using the Conversation API(GET- /api/v2/analytics/conversations/{conversationId}/details), I noticed that the segment with purpose="agent" still shows interact and tTalk values, which makes it unclear whether the agent and customer actually spoke or if it was just a voicemail.

I'm looking to capture the following details via Genesys APIs:

1. Whether the customer and agent actually interacted.
2. Whether the call went to voicemail or the agent heard a voicemail.

Could you please guide me on which Genesys APIs or data points can help identify these conditions accurately?

Thanks in advance for your support!

Hi @Balaji Balakrishnan,

Steps 5 and 6 from your use case seem somewhat contradictory. If the customer answers and hangs up (step 5), the voice conversation is disconnected, i.e. the agent can't hear the voicemail (step 6). 

To capture the data you are looking for, try changing the Callback Type for the Queue from "Agent first" to "Customer First" in the Callback media settings and see if that helps. 

Thanks,