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Hello all,

I'm currently searching for organisations that need to extract the participant data information along with conversation data.  

We were looking to use the following API: /api/v2/analytics/conversations/details/query unfortunately it does not include participant data.  We were directed to use /api/v2/analytics/conversations/details but this requires "chained API call".  

"Run "/api/v2/analytics/conversations/details/job" to get the jobId
Run "/api/v2/analytics/conversations/details/jobs/{jobId}" to get the job status. The status must be "FUFILLED" to proceed to the next step.
Run "/api/v2/analytics/conversations/details/jobs/{jobId}/results" to get the conversation details. The attributes are found in the conversations --> participants --> attributes entity."

We would like to discuss with anyone who's currently extracting this information and talk about solutions, challenges, etc.

I did just that through Powershell.

Getting the job status through https://api.mypurecloud.de/api/v2/analytics/conversations/details/jobs with a date interval.

Checking the state attribute in the resulting json until fullfilled.

Get the cursor on the end of that file.

Add it in the next request: /results?pageSize=2000&cursor=" + $cursor

Next, extracting the info, split in mail and voice.

Seperate api calls to translate that info: get all agents, in our case also postal codes, wrap up codes,full queue description, ..

I also extract all pressed menu options in the attributes list to get the correct routing.

Get it all in a nice CSV's and put in the on premise database because it's a lot of private data (contact form data, tel numbers, first, last names, attachments,  ..)

All private info gets deleted from the Genesys cloud.

Reports in Power BI.

Beware of changing dimensions like agents switching teams or agent schedules, opening hours, menu options, queues per team, ..

This all is needed for KPI's/monitoring.

Other challenges:

• Getting the info on who exactly sent the reply mail to the customer. It's not the last agent participant in the list.
• Getting the correct voice call transfer order
• Getting the reason for disconnected calls (technical problem or agent hangs up). 

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Adriaan Bogaerts
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