Legacy Dev Forum Posts

navin.thangaraj | 2021-08-27 12:22:17 UTC | #1

HI Team,

We have got requirement to download the chat session log with both side conversion from Genesys. We have tried understanding the document of API and found the below api.

We have found thes api.

-- Get the all the Chat Conversion ID -- api/v2/analytics/conversations/details/query

-- Extract the Chat Conversion Logs --- api/v2/analytics/conversations/details?id={{id}}

Can you review and confirm whether we are on the right direction on this?

Thanks Naveen T

Jerome.Saint-Marc | 2021-08-30 08:56:02 UTC | #2

Hello,

I am not entirely sure to understand what you mean by chat session log.

For a chat conversation, there would be 2 set of information:

• the conversation details: where you will find information about the participants who have been involved in the conversation (customer, workflow, queue, agents), when they connected/disconnected, ... You can find more information on the Conversation Detail Data Model here.

In order to retrieve conversation details, several API requests are available. If you know the conversationId of the chat conversation, you can use GET /api/v2/analytics/conversations/{conversationId}/details if you want to retrieve details of a single conversation, or you can use GET /api/v2/analytics/conversations/details?id=convId1,convId2,convId3,... if you want to retrieve multiple conversation details in a single request. POST /api/v2/analytics/conversations/details/query would be if you want to retrieve conversations details based on a selection criteria (using filters).

• the chat transcript: if you want to retrieve the messages exchanged between the customer and the Contact Center (workflow, bot, agents, ...) and if you had created a Policy to have the chat transcripts recorded and saved, you would use GET /api/v2/conversations/{conversationId}/recordings

Regards,

system | 2021-09-29 08:56:43 UTC | #3

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