Genesys Audiohook / Agent Details / Conversation API

[Chris_Zavaleta]

Hello, Chris with Illuma Labs here. I am currently working on integrating with the Genesys Audiohook.

(https://developer.genesys.cloud/devapps/audiohook/).

I have determined that the AudioHook events don't seem to pass in the "Agent Extension" or any Agent data per se. As such, I started looking into the Conversation API.

https://developer.genesys.cloud/routing/conversations/conversations-apis

I seem to see some notion of AgentID in some of the Analytics endpoints.

Questions

• From the Audiohook events is there a way to get Agent information - such as Agent Extension? Currently, I'm not seeing this information in OnOpen, etc.

• Or, is the Conversation API the best place to pick up Agent details?

• is the Conversation API updated in real-time? In that, if a phone call is in progress - is there an endpoint I can hit where I can immediately get the Agent ID, extension, etc.?

[crespino]

You won't directly get agent information from the Audiohook events themselves. You do however get conversation ID sent to you in the Open event and with Conversation ID you can then use the Genesys Cloud Platform API to get the JSON of the conversation.

You can call this API to get all the information about the conversation at that snapshot in time: https://developer.genesys.cloud/routing/conversations/conversations-apis#get-api-v2-conversations-calls--conversationId-. The conversation JSON is updated in real-time as the call progresses.