Notifications
You can use Genesys Cloud Notifications service to get realtime updates for analytics data. Using notifications is preferable to constantly polling the API. There are notification topics for a variety of data types.
Aggregate and observation notifications
Topic | Id | Description |
| userId | User aggregate metrics such as tAgentRoutingStatus |
| queueId | Conversation aggregate metrics by queue and queue observations |
| wrapUpCode | Conversation aggregate metrics by wrap-up code |
| flowId | Conversation flow aggregate metrics by flow |
| flowOutcomeId | Conversation flow aggregate metrics by flow outcome |
The aggregate topics provide aggregate metrics per 30-minute interval. v2.analytics.queues.{id}.observations also provides observations such as the current waiting conversations in queue and the current agent routing statuses of queue members. Notifications are published when there is a change but at most at a rate of one notification per second.
Analytics Detail Events
Analytics Detail Events provide an event-based view of activity in conversations, there is one topic per event type. Events can be subsribed to in bulk via EventBridge or on a per-conversation basis through WebSockets.
Topic | Detail Event Type |
| AcdStartEvent |
| AcdEndEvent |
| CustomerStartEvent |
| CustomerEndEvent |
| ContactUpdateEvent |
| FlowStartEvent |
| FlowEndEvent |
| FlowOutcomeEvent |
| UserStartEvent |
| UserEndEvent |
| AfterCallWorkEvent |
| WrapupEvent |
| OutboundInitEvent |
| VoicemailStartEvent |
| VoicemailEndEvent |
| AttributeUpdateEvent |
Conversation notifications
Topic | Id | Description |
| userId | Active conversations by user |
| queueId | Active conversations by queue |
The conversation topics are provided by conversation service and provide updates to active conversations by queue or user. There are also topics that limit conversations to a specific media type ( e.g. v2.routing.queues.{id}.conversations.calls for voice conversations only).
