1.0

APIs and Interactive calls from within custom application or third-party cloud provider

1. Integrate home grown CRM to dynamically execute an action in or pull (non-analytics) data from Genesys Cloud.<br/>2. Integrate third-party cloud application to execute an action in or (non-analytics) data from Genesys Cloud. <br/>3. Building an internal integration to execute an action in or get (non-analytics) data from Genesys Cloud.

General Platform API

REST, Mostly synchronous, some asynchronous invocation

1. Well-established patterns using open standard (REST and JSON) <br/>2. SDKs available to accelerate development <br/> 3. Easiest form of integration

1. Most of the APIs are synchronous and the developer is responsible for the retry and reliability code. <br/> 2. Must be aware of API rate limits. <br/>3. Must be aware of API Fair Usage and overage charges.

1. API Authorization <br/> 2. Platform API<br/>3. API Tips and Tricks<br/>4. Using API Explorer

2.0

Real-time integration from Genesys Cloud to customer application or third-party provider

1. Integrated from Genesys Cloud to a third-party web service<br/>2. Genesys Cloud -> Salesforce from within a IVR Flow<br/>3. Genesys Cloud -> Sugar CRM from within a Script

Data Actions

REST, Synchronous invocation

1. Simplifies integration to third-party providers without needing to write code.<br/>2. Calls can be parameterized.<br/>3. Data transformation on payloads based purely on JSON Path

1. Limited in scope (e.g. can be used in flows and scripts)<br/>2. Not useable for all Genesys Cloud integration<br/>3. Must support JSON

1. Data Actions Overview

3.0

Ad-hoc data analytics query on recent and historical data.

1. Lookup information about calls or queue history. <br/>2. Want to execute execute analytics data query from within a custom application.

Analytics Queries API

REST, Synchronous invocation

1. Powerful query language that provides significant flexibility in how data is queried.<br/>2. Invocation is managed through a synchronous model.

1. Is a synchronous call with a limited response time (Calls timeout after 10s).<br/>2. Three types of APIs in this family: Observations, Aggregate, and Details<br/>3. Synchronous, analytics calls have limited scope for how far back in time they can query. <br/>4. Not an appropriate mechanism for replicating data from Genesys Cloud to a customer data warehouse when data requires updates on a regular basis.<br/>5. There can be fewer attributes returned in the real-time analytics query vs the jobs based query.<br/>6. If not used appropriately, customer can face API rate limits or fair usage and overage charges.

1. Analytics Overview<br/>2. Detail Query Syntax<br/>3. Dimensions<br/>4. Aggregates Query<br/>5. Aggregate Query Syntax<br/>6. User Defined Aggregate Views<br/>7. Query Videos

4.0

Near-time data monitoring, tolerance for lost data connections

1. Building a near-time monitoring solution. Can tolerate some data loss.<br/>2. Near-time data synchronization, can tolerate data loss, if data can be recovered at a later data with a batch based process

Notifications: Web sockets

Event-based messaging

1. Simple programming model. <br/>2. Uses web sockets as protocol for carrying messages.<br/>3. Best model for near-time data integration and synchronization.<br/>4. Notification message consumption does not count against API Rate limits or API fair use.<br/>

1. Messages are not republished if web-socket connection is broken.<br/>2. Some filtering on topics available.<br/>

1. Using the notification service<br/>2. Using Notifications

5.0

Near-time data integration, with guaranteed message delivery and reliability

1. Building a near-time monitoring solution with no tolerance for data loss.<br/>2. Build a near-time data synchronization with a internal data warehouse.

Notifications: AWS Event Bridge

Event-based messaging

1. Leverages AWS event bridge to transport messages from Genesys Cloud to Customer. <br/> 2. Provide high reliability for message delivery (message will retry 5 times over a 24-hour-period)<br/>3. Wide variety of processing mechanisms (Lambda, S3)<br/>4. Will continue to support all messages being sent over the notifications.<br/>

1. Customer is required to have an AWS account.<br/>2. Customer is responsible for the AWS charges in processing event bridge messages sent to their account.<br/>3. AWS Event bridge should be used only when real-time, data integrations cannot afford data-loss and must have guaranteed message delivery.<br/>

1. AWS Event Bridge Integration

6.0

Data Synchronization with no intra-day or near-time requirements

1. Customer has a data store or data warehouse where they want to extract all conversation data.<br/>2. Application has no requirements near-time data.

Analytics Job(s) API

REST, synchronous invocation

1. Used to retrieve data from Genesys Cloud over a later time span and a large result set.<br/>2. Uses an asynchronous model where the job is fired off and the application requesting the data needs to check back in to see if the job is complete.<br/>3. Data retrieved can span a longer time frame then real-time analytics API.<br/>4. Data return from the Jobs API can contain more information then the real-time data (e.g. attributes)

1. Mechanism for retrieving large amounts of historical data.<br/>2. This can cause confusions with customers because the cutoff time for the job can cause some calls not to show up for at least 48 hours.<br/>3. If you query a more recent window you'll get an indication in the results of when the most recent timestamp is.

1. User Details Job <br/> 2. Conversation Details Job