Looking at conversation details via /api/v2/analytics/conversations/[X]/details, under what circumstances would a segment include the nTransferred metric with a value=1 but no subsequent session exists for the transfer destination? By definition, it seems like a transfer cannot exist without a destination, and so if that comes up in a conversation record either the metric is being attached incorrectly or the session data is missing. What am I missing?
If you believe the metrics you're getting do not match the data for the conversation, please open a case with Genesys Cloud Care to investigate further. We do not have access to your org's data via the forum to perform this type of investigation.
I can definitely open a case, though honestly the level of engagement I get from the support team is inconsistent, especially when diving into questions of how/why data is populating from an endpoint. Speaking generically to transfers, is the expectation reasonable that a session with nTransferred=1 should have some subsequent session in the conversation, or are there known circumstances where this is not a reasonable assumption?
I think that's a pretty solid assumption myself.
However, I've noticed the following array show up on my conversation detail queries, called recentTransfers. I am seeing unclear results when I look at this attribute. For example, when I perform a consult transfer, i would expect this to show me "complete" with some information that it was a consult transfer. However, it does not. Would love some documentation on this update.
"recentTransfers": [
{
"id": "50dfb518-9c5a-4f4a-9993-8d3ec08f7ac1",
"state": "Complete",
"dateIssued": "2023-04-06T20:08:51.638Z",
"initiator": {},
"destination": {},
"transferType": "Unattended"
},
{
"id": "a923ebc7-7c4d-4257-8071-3ae0f4fc4eab",
"state": "Complete",
"dateIssued": "2023-04-06T20:08:51.777Z",
"initiator": {},
"destination": {
"userId": "8ce2f903-78e6-4b50-b7aa-e1aa7e7c39ac"
},
"transferType": "Attended"
}
I would expect a conversation that has been identified as being transferred to contain segments for both the from and to parties.
I can empathize with the challenges customers face at times when working with Care, but unfortunately it is the only avenue to investigate issues relating to specific data or configuration within your org. Most of the Genesys folks on the dev forum, myself included, are in the R&D organization, not Customer Care. Due to security principles of least access, very few employees outside of Care have any ability to see a customer's data. Though even if I did have access to your org's data, it would be inappropriate for me to discuss it with you in this setting. The forum does not positively validate your identity as an authorized contact for your org. If I can't know for sure you are who you say you are, I can't give you potentially sensitive information about the org you claim to represent. Not that I have any reason to distrust you, but Genesys takes data security very seriously and has policies in place as such.
If you can ask very pointed questions to Care, it may help the case progress more quickly. In this case, a pointed question might take the form of "For conversation ID xxxx, the analytics conversation details API endpoint (/api/v2/analytics/conversations/[X]/details) is returning the metric nTransferred=1, but the conversation details don't contain a segment to indicate a transfer recipient. What data in this conversation is causing the transfer to be reported as 1?"
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