Conversation Style Data - IVR GenesysCloud

[Tim_Myers]

Hello,

We're trying to retrieve - similar to the conversation API v2.routing.queues.{id}.conversations IVR event data.

Here's the problem we're trying to solve. I need "event data" for a time-series data set of "what menu options" an IVR user is choosing, in real-time. So a user presses menu item 1, we're told that fact through a timestamp, menu item, user id or Ani or any "id" information about who is doing the interacting.

We've been told that the IVR GCloud platform data must be obtained through Analytics API, but i can't find the how anywhere. Can someone from that team tell me how to listen on a websocket for that data?

Thanks!
Tim

[tim.smith]

@Tim_Myers

"event data" for a time-series data set of "what menu options" an IVR user is choosing, in real-time

This not a feature of Genesys Cloud. To get data from the IVR in real time, you will need to implement a service with a REST endpoint and add steps in your flows to use Data Actions to send whatever data you need to your service.

@Tim_Myers

We've been told that the IVR GCloud platform data must be obtained through Analytics API, but i can't find the how anywhere.

Generically, Analytics API docs are here: https://developer.mypurecloud.com/api/rest/v2/analytics/. The only IVR information you can get is available via POST /api/v2/analytics/flows/aggregates/query and POST /api/v2/analytics/flows/observations/query.

@Tim_Myers

Can someone from that team tell me how to listen on a websocket for that data?

Information about notifications can be found at https://developer.mypurecloud.com/api/rest/v2/notifications/. However, the specific information you're looking for isn't available via notifications.

You can request new features and share your use case to help with prioritization of new features at https://purecloud.ideas.aha.io/ideas.

[Tim_Myers]

Tim, thanks for the reply.

Few questions. I know I asked this in the context of real-time, but are you saying real-time or otherwise I'm limited to the aggregates/query or observations/query for data real-time or otherwise?

Additionally, are there any "non API" methods for getting more detailed data? I looked at the JSON in the POST APIs you mentioned? Meaning, this event or usage data is super important to the requirements for the users of GC so I'm hoping there is somewhere to source this data. NOTE: Let me know if you need more details on what we're looking for and I can provide a screenshot that will help.

Lastly, the data seems very limited on this APIs based on what I can tell, but it's hard to tell without a data dictionary for those APIs or example extracts...neither of which I can find. Can you point me to either?

Thanks Tim!

[Tim_Myers]

Tim, here's the type of data we look for...this references a "call", but this could be an "IVR Menu entry" or IVR action taken on a call it is processing...:

[tim.smith]

@Tim_Myers

Few questions. I know I asked this in the context of real-time, but are you saying real-time or otherwise I'm limited to the aggregates/query or observations/query for data real-time or otherwise?

Correct. Analytics query data is historical, but is current within no more than a couple seconds lag.

@Tim_Myers

Additionally, are there any "non API" methods for getting more detailed data?

No.

@Tim_Myers

Lastly, the data seems very limited on this APIs based on what I can tell, but it's hard to tell without a data dictionary for those APIs or example extracts...neither of which I can find. Can you point me to either?

Genesys Cloud doesn't store or serve data in a relational database, so typical ERD/data dictionary doesn't apply here. Check out the analytics documentation, specifically the metrics and dimensions. There are several guides that explain how to make requests and what kind of responses you should expect. Also, using the Analytics Query Builder is a great way to explore the actual data without writing any code.

@Tim_Myers

Tim, here's the type of data we look for...this references a "call", but this could be an "IVR Menu entry" or IVR action taken on a call it is processing...:

This is the type of data I was stating you'll have to collect on your own by using data actions to send it to some external system. Genesys Cloud does not track any information about the activity within a flow, only the flow outcome.