Melissa_Callender | 2024-03-03 01:41:00 UTC | #1
Note: I was directed to post my question here by Genesys Support.
We are building report from data provided in the conversation details query. Particularly we are interested in the location of the calling party that is captured. In the conversations/details API output for a conversation has information regarding participant name, remote, and two different remotenamedisplayables are these all the same thing? Which one of the remotenamedisplayables are referring to the external participant?
Zino_Onokpise | 2024-03-07 22:53:08 UTC | #2
Hi Melissa_Callender,
Assuming you are referring to the GET /api/v2/analytics/conversations/{conversationId}/details, the API output provides an array of participants but only one of the objects in the array contains an externalContactId. This object would also provide the correct name for the external participant.
Melissa_Callender | 2024-03-08 15:47:34 UTC | #3
Hey @Zino_Onokpise,
The externalContactID provides a alphanumeric string. How can we use this to find out who the customer is? Below that we also see participantName. We notice that for some interactions (we are only looking at voice interactions). They have the caller ID on others it is a location. We also see remoteNameDisplayable What is the difference between these two items.
Zino_Onokpise | 2024-03-08 17:07:08 UTC | #4
How can we use this to find out who the customer is?
Using the externalContactId, you can make use of GET api/v2/externalcontacts/contacts/{contactId} to get information of the customer.
Unsure of your second question, but you can find definitions of different fields here: https://developer.genesys.cloud/analyticsdatamanagement/analytics/dimensions
system | 2024-04-07 17:07:10 UTC | #5
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