Analyze Messages (E-Mail)

Analytics and Reporting
1

Hi,

We would like to evaluate our email type conversations outside of Genesys. For this purpose we want to read all interactions and all related email-messages via API on a daily basis and store them in a local database.

the conversations we have the endpoint "/api/v2/analytics/conversations/details/query" in Analytics to retrieve multiple entries with one request.

Unfortunately, at the moment we do not know of a method to retrieve all messages of a certain period with only one request. Currently, we have to make a separate request for the corresponding messages for each conversation of the period (GET /api/v2/conversations/emails/{conversationId}/messages).

Is there a possibility to retrieve the messages for a selected period of time as well, independent of the affiliation to a conversation?

With regards

Mirko Jessulat

2

It sounds like what you're looking for is recordings. Downloading a recording of an email will allow you to access the contents of the messages. There are several approaches to access recordings depending on your use case. From what you've written, either recording jobs POST /api/v2/recording/jobs or batch exports POST /api/v2/recording/batchrequests are what you want to export more than a few recordings at a time.

3

Hi Tim,
we don’t want to analyze recordings, we want to extract/save several informations of email messages like
direction, recipients, email sender address, processing time, time of receipt, shipping time, recipients (cc), recipients (bcc), that are connected to conversations of mediatype “email”.

4