Extract call details and corresponding agent details from conversation details API

Platform API
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Unique identifier for a call in a conversation. How do you link a call to corresponding agent involved in that call?
a. We are treating number of "customer" session as number of calls in a conversation. We found from our initial analysis that "sessionId" from customer is coming as "peerId" in Agent session. Can it be used as a link between agent and customer call to derive the call level metrics from agent like tHandle, tTalktime for that specific call?
b. Will this customer sessionId(purpose = customer) be unique for each call?

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Hi Abishek,

I would recommend you take a look at our Conversation Overview document here. Every participant in the conversation will be listed there. For internal user's you can use the id to look up agent information.

However, if you want to look up analytics (e.g. tHandle, tTalkTime, etc...) I suggest you look at our analytics API.

Thanks,
John Carnell
Manager, Developer Engagement

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