I’m trying to fully understand the concept of a conversation and got stuck with some questions: I got that a conversation is an object that contains different participants such as agent or customer and different sessions such as call or email. Each participant can take part in one or many sessions.
But when exactly are conversations created and when closed?
Are conversations related to topics? As an example, a conversation would start with a specific request of a customer, such as more information on a product, and would be closed after a call and an email responding to the customer's questions. A few months later the customer calls with a different issue, so a new conversation is created.
I found this conversation model example
but don't see, where to find the information on the different sessions of the conversation.
How do I know that I’m looking at a call and not an email? I would have expected to find an attribute such as session: call.
The first half depend on a lot of different parameters that hopefully one of the Genesys people will be happy to speak to, since it varies by mediaType and I'm more familiar with voice and callback which begin/end when the customer or user (inbound vs outbound) interaction starts / completes and when the agent signifies the call back is complete respectively.
The session contains a mediaType that answers that, because a single conversation can theoretically contain multiple media types so you need to know who was participating via what medium on any given segment.
It's easy to overlook because it's right next to mediaCount which is about attachments but the two have nothing to do with each other.
A conversation is created when there's a request for new media that isn't part of a conversation. This could be placing a call, starting a chat, receiving an email, etc. The conversation ends when all participants' segments have ended.
No. A "topic" as you define it isn't a concept in Genesys Cloud. Conversations begin and end as noted above. The nature of the words exchanged between the customer and agent aren't taken into account when defining the beginning and end of a conversation. That said, a conversation can contain multiple media type segments, e.g. a callback and a call. Conversations with multiple media types are created explicitly by user action, not inferred based on inspection of the text/voice of the media.
Look at the segment's media type to distinguish between voice, chat, email, etc.
A conversation is created when there's a request for new media that isn't part of a conversation. This could be placing a call, starting a chat, receiving an email, etc. The conversation ends when all participants' segments have ended.
I am now confused about the difference between sessions and conversations.
As far as I understood , there is one conversation, and every time a new media channel is used, a new session is created.
In the example above, there would be one session for a call and one for a screen share.
Can I now assume, that the sessions are also conversations?
And what would happen if a new call is needed, would another call conversation be created or would the old one be used.
