Good day,
Dear Team,
I request your kind collaboration with the following concern.
We have noticed that when using the api /api/v2/analytics/conversations/details/query when executed for interactions that have a bot flow it does not bring the participantName
Look at the following example:
Bot flow:
{
"id": "37a3b38b-5fbb-473c-9a6e-5d14aff58ed4",
"startTime": "2024-04-27T00:57:17.799Z",
"endTime": "2024-04-27T17:53:08.234Z",
"participants": [
{
"id": "75b06eb9-50df-495f-8bd0-e9ba40f66b08",
"startTime": "2024-04-27T00:57:17.799Z",
"endTime": "2024-04-27T17:53:06.247Z",
"connectedTime": "2024-04-27T00:57:17.799Z",
"name": "+573125769260",
"queueId": "7c53ac12-bc0f-4997-b1f1-53dcaf8e5de6",
"queueName": "NOVA_SAC_WEBCHAT_01",
"purpose": "customer",
"wrapupRequired": false,
"mediaRoles": [
"full"
],
Chat flow:
{
"conversationEnd": "2024-05-03T22:12:53.958Z",
"conversationId": "364032f7-68ae-4854-af01-68240b78ac66",
"conversationStart": "2024-05-03T21:40:22.150Z",
"divisionIds": [
"3ed1c145-fba0-4cd2-8b61-a526f31c7185"
],
"originatingDirection": "inbound",
"surveys": [
{
"eventTime": "2024-05-03T22:12:56.212Z",
"surveyFormContextId": "832f09ed-0385-4374-a445-6fc6485358fe",
"surveyId": "b5508346-ff11-4cd2-8d90-35f612160ad0",
"surveyStatus": "OptOut"
}
],
"participants": [
{
"externalContactId": "1022827e-bc78-496c-82a0-5ed0d5152ea2",
"participantId": "d9f598e4-ea64-4865-9660-527bdec11d5f",
"participantName": "Christian",
"purpose": "customer",
We create a customer care case where they tell us that this information is not available but that we can do the following:
"If their purpose is to send the end user's name to the bot, they can simply add it as a parameter to their JSON."
When we asked how this process is done, they asked us to generate a query in this Genesys cloud developer forum.
Is there someone who can clarify this process for us? How would this data be inserted into the JSON returned by the API /api/v2/analytics/conversations/details/query?
Thank you for your time
Cordially,
Brayam Moya