Fetch audio recordings & associated metadata

Genesys Cloud Integrations
1

Hi Team,

We are looking for APIs that can:

  1. Retrieve details of all audio calls completed by the tenant account within a specified duration (with duration as an input parameter).
  2. Fetch audio recordings and associated metadata using a unique completed call identifier. Metadata should include the participants details, etc.

Additionally, we would like to understand the format in which Genesys exports audio call recordings. Specifically:

  1. Are separate recording files available for each participant?
  2. Are recordings provided in a dual-channel (stereo) format, or are they mono-channel?

Looking forward to your response.

Best regards,
Manav

2

Hi Manav,

  1. To retrieve details of completed audio calls:
    Use the Analytics API, specifically the POST /api/v2/analytics/conversations/details/query endpoint. This allows you to query conversation details within a specified time range and apply various filters.

    Documentation: https://developer.genesys.cloud/analyticsdatamanagement/analytics/analytics-apis#post-api-v2-analytics-conversations-details-query

  2. To fetch audio recordings and associated metadata:
    Utilize the Recording APIs, particularly the GET /api/v2/conversations/{conversationId}/recordings endpoint. This provides recording metadata and access to the actual audio file (media URI).

    Documentation: https://developer.genesys.cloud/analyticsdatamanagement/recording/

Regarding your questions about recording formats:

  1. Separate recording files for participants:
    By default, there is one main trunk recording that follows the customer. In some scenarios, additional recordings may be created (e.g., for consults). An upcoming feature will allow configuring separate recordings for agents, but this is not yet available.

  2. Recording channel format:
    The format (stereo or mono) depends on your organization's trunk settings. Mono recordings are returned as-is. Stereo recordings are returned as two separate files, one for each channel.

    For more information on enabling dual-channel recording, see: Enable recording - Genesys Cloud Resource Center

Best regards

3

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