Hi Genesys team, We have come across a possible issue with one of your processes.
Namely, i'm referring to the attribute (participant data) cleanup process that occurs after interactions are more than 2 months old. This process is documented, and we are aware of it.
We're using GET /api/v2/conversations/{conversationId} to retrieve conversation data
However, we noticed that along with the attributes, other values are changed/removed, for example, interaction.address is removed, and under the "customer" participant, "aniName" is removed, while "address" is changed from the original "ani" value, to the 'dnis" value.
We pinpointed this to happen almost exactly at the 60 day old mark for inbound conversations.
Can someone please advise if this is intentional or a bug? We already got info from customer care that it is expected behavior, but we'd like to double check, as such drastic updates to the conversation data doesn't seem normal.
The Conversation context remain available for up to 60 days after the conversation happened. During these 60 days, you can still perform a subset of operations on the conversation.
It is available via the Conversation API - requests starting with /api/v2/conversations.
Between 60 days and 558 days, I think that the Conversation endpoint (/api/v2/conversations/{conversationId}) renders data coming from the conversation details (repo for analytics synchronous queries).
That's why you see a change in the values.
I believe this was done to allow Genesys Cloud users to display conversation information (coming from conversation details) in the Interaction Details view (in Genesys Desktop) for conversations older than 60 days (and less than 558 days).
After 558 days, this endpoint (/api/v2/conversations/{conversationId}) will return a 404.
Regarding conversation details:
"Repo for analytics synchronous queries": The Conversation Details endpoint (Analytics API - /api/v2/analytics/users/details/query) allows querying for interval start dates up to 558 days in the past (i.e. 0 to 558).
"Repo for analytics async jobs": The Conversation Details Async/Job endpoint (Analytics API - /api/v2/analytics/conversations/details/jobs) allows querying for interval from yesterday up to the 5 years (I think), as Analytics Data is pushed to the async repository once a day/at night. Beyond 558 days in the past, the Analytics Conversation Detail Async Endpoint (/api/v2/analytics/conversations/details/jobs) for historical queries must be used.