How to get annotations

[atan]

The bookmarks seem to appear sometimes when I make a call to /api/v2/conversations/{conversationId}/recordings
But how do I get the topics? We have a waveform on our integration and we would like to display annotations exactly as they appear on Genesys.

Furthermore, are the topics the best way to annotate when a hold or transfer happens? We tried using metrics (tHeld, nConsultTransfer, nBlindTransfer) in the participant objects but they're not accurate in the sense that the timestamps do not align with when these events occur in the recording.

[jacobshaw]

Hi @atan
You can use the GET /api/v2/speechandtextanalytics/topics resource to view the topics that are used, and see if those will help you with the annotations.

However to get the timestamp of a transfer/hold, you can analyze the response from the Conversation details query POST /api/v2/analytics/conversations/details/query

You can read those metrics mentioned, along with nTransferred. Keep in mind that the timestamp is given in UTC, so convert it to the appropriate timezone to get the accurate timestamp.

[atan]

Hi @jacobshaw
Where could I find the topics that are used? The topic IDs are not available in the Conversation details query.

[jacobshaw]

The topics for the conversation can be found in the response returned from a transcript URL.
See the documentation here:
https://developer.genesys.cloud/analyticsdatamanagement/speechtextanalytics/transcript-url

[atan]

@jacobshaw Where could I find the communicationId please?

[jacobshaw]

Review this post for the info on where to get the communicationId