Currently we are using the following api call to bring in data for our conversations /api/v2/analytics/conversations/details/jobs/{jobId}/results.
Two of the fields on this api are the participantid, and the genesys_userid. Can you plase provide an explanation as what is the difference between the two? Can you define what is classified as a participant, and a user in this context? The definitions provided on the Genesys Cloud resources are not very good, and do not provide context/explanation about what is considered a partcipant, or what is considered a user. Is it the client contacting the phone center, is it the phone center group answering the interaction, etc. Need a more business friendly definition to understand the dimensions.
The current use case is that I am trying to identify the Genesys identifier for the client calling the contact center. I need to make sure we are using the correct data for creating the connections for our reporting.
Please let me know if you require additional details to answer my query.
ParticipantId is unique for each conversation. For example, an agent, a customer, and ivr in a conversation would each have their own unique participantId. UserId is the same across all conversations and unique within the organization.
If you have not noticed this page on Conversations Overview:
"A Genesys Cloud conversation is an interaction between multiple participants over at least one media channel such as chat, phone, or email. Genesys Cloud uses conversations to track multiple participants and media channels in an interaction. Participants include automated participants in the call such as an interactive voice response (IVR) menu and automatic call distributor (ACD). Media channels include calls, faxes, chats, emails, social expressions, screen share, and co-browsing."
As Taz mentioned above, "ParticipantId is unique for each conversation. For example, an agent, a customer, and ivr in a conversation would each have their own unique participantId."
Note: if another conversation involves the same agent, customer, .... - they will have again a new/unique/different participantId.
participantId is a unique identifier of a participant in a Genesys Cloud conversation.
The type of participant is determined via the "purpose" attribute (under each participant).
The userId is the unique identifier of a Genesys Cloud user (business/enterprise user or Contact Center Agent).
If the participant has a purpose equal to "agent" or to "user", it means the participant is a Genesys Cloud user.
If necessary, you can use the userId to retrieve details/info about with the Users API.
An external participant (ex: customer) would be defined with a purpose equal to "customer", for Contact Center/ACD interactions, or "external" for direct/business/private calls (non ACD).
If your customer has a corresponding External Contact defined in Genesys Cloud, and which is identified/found when a Contact Center interaction is received (voice, chat, email), the customer's participant will contain the externalContactId attribute.
The externalContactId is the unique identifier of an External Contact. You can use the External Contact API to retrieve details/info about the customer's external contact.
If your customer does not have an external contact configured in Genesys Cloud, you can then extract his phone number (ANI/CLI) from the customer's participant structure.
With Conversation Details (Analytics API), the ani will be under one of the sessions (sessions attribute/array) in the customer's participant structure.
