Use Web Socket to track every single call

[SergioRota]

Hi,

I have to track every single call that enters in Genesys Cloud (with its attributes) in Real Time.

I know that through web socket I can register on a channel to receive all the events that happen, for example with v2.routing.queues.{id}.conversations I can have all the interactions arrived on the queue.

Is there a channel to trace all calls (atomically) from a specific DNIS or in general in the contact center?

Thanks
Sergio

[John_Carnell]

Hi Sergio,

We do not currently provide a notification event for all calls coming into a specific DNIS or contacts center. Generally, we would capture these events through the v2.routing.queues.{id}.conversations.calls for inbound calls.

Just curious? What's your use case for tracking every single call? What are you hoping to accomplish?

Thanks,
John Carnell
Manager, Developer Engagement

[SergioRota]

Hi John,

Thank you for your answer.

my intent is to create an external view that includes all the calls entered into Genesys Cloud, with a real time behavior (eg duration through counter shows the passage of seconds, until I detect the endtime and then block the counter).

In your opinion, is there a way to retrieve this information via web socket?
P.S. via REST API I would use too many API calls and would not have the attributes

[Becky_Powell]

Hi Sergio,

We will serve this use case with Analytics Detail Events via our EventBridge integration, which is currently in beta and open to your participation if you are interested.

Thank you,
Becky Powell
Director, Product Management

[SergioRota]

Hi Becky,

yes I'm very interested about this new feature

Thanks
Sergio