How to know which communication ids/ session ids are associated with transcripts and which dont have transcripts

Platform API
1

I understand that call transcripts are created at the conversation id + communication id level. I also understand that in the conversation details API, the communication id is the sessionId.

There are some sessionIds/communicationIds with a transcript and most do not have any transcript.

WHAT in the conversation details API response tells us which sessionIds have transcripts associated with them?

My current issue is that my company generates about 9k conversations per week. I need to access the transcripts for all these conversations using the API (not the GUI). Currently, I am having to call the conversation details API to fetch all 9k conversations for the week, collect all session ids for each conversation (which is about a few tens of thousands) and call the transcript API for each conversationId+SessionId combination, only to find that 90% of the sessionIds (communication ids) don't have a transcript.

So I need a way to determine if a session id has a transcript or not, before I make a call to the transcript API to avoid thousands of unnecessary API calls and to avoid waste of processing and time.

1 Like
2

I just tested this. It looks to me like the first participant's session is going to have the transcript associated with it.

I tested 2 interactions: 1 inbound and 1 outbound, each with different participant "types" as the first participant. That seemed to work for me.

3

Thank you Peter. I appreciate your putting time to test this.

A follow up question. In certain scenarios, a call could be transferred to a second agent.
So I believe there will be more than one transcript.

In such a scenario, what communication ids will possess the transcipt?

Roshan

4

Hi @Peter_Stoltenberg ,

Thank you for your input.
I was able to test a complex conversation involving multiple agents and call backs to the customer.

It appears that the transcript is always only associated with the communication ids/ session ids in the customer participant.

Roshan

1 Like
5

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.