HI, We are noticing that few conversations are getting missed while we are hitting endpoint: https://api.usw2.pure.cloud/api/v2/analytics/conversations/details/query
Although when we are hitting the same endpoint manually, it is coming up
Could you please let us know what possible reasons can lead this to happen?
@Swapnil_Pandey
Could you provide the request body.
Is it prolonged conversations like email, callback and social media.?
If yes when those conversations started and ended?
Beyond the issues DileepKumar identified, there are also situations where the analytics endpoints are not fully synced with all conversations. If you haven't already investigated a different request body to better capture situations like long-running conversations, you might consider submitting a case to Genesys Customer Care to see if they need to sync it up manually.
I used to periodically see active conversations I retrieved from the analytics endpoints later get ended, but the end never synced up with the analytics endpoints. In order to get the analytics endpoints corrected, I had to send a customer care case, and they now even have a category of "Stuck Interaction" to facilitate that. I'm not sure I have much more detail as Genesys never actually provided me with root cause on those cases.
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