Incomplete Results from APIs

[Saurabh1]

Hi Support Team,

We are currently working on MTN Genesys PROD instance (username: saurabh.shukla@mtn.com) and were using the API: /api/v2/analytics/transcripts/aggregates/query to fetch the results for one of our topics named QA_Call Closing (General).

Topic ID: fbbc744d-30fe-4d35-8da9-b2c166552bde

We have noticed that the API is not returning all the conversation IDs where this topic is hitting. We have attached the API body being used to fetch the results. Below are some of the IDs that were not returned however the topic is hitting on them when we check the transcript.

Conversation IDs missed by API:

c5ee296e-e129-487a-825c-64653830c1fa
47c0c20b-68ae-4b12-b6f5-b7d905db8591
322566c3-fa45-4841-96a1-466c2ccd051e
ea91139e-4577-49da-9604-4cfb64429128
49fef80e-160d-4506-aabb-972dd2315d7b

I do not get an error when I run the API, it is a SUCCESS, however the results are incomplete.

API Used: /api/v2/analytics/transcripts/aggregates/query

API Body:

{
"interval": "2022-03-28T06:00:00.000Z/2022-03-28T23:59:59.000Z",
"groupBy": ["mediaType","conversationId"],
"metrics": ["nTopicCommunications"],
"flattenMultivaluedDimensions": false,
"filter": {
"type": "and",
"predicates": [
{
"dimension": "resultsBy",
"value": "communication"
},
{
"dimension": "topicId",
"value": "fbbc744d-30fe-4d35-8da9-b2c166552bde"
},
{
"dimension": "direction",
"value": "inbound"
},
{
"dimension": "queueId",
"value": "4105c1bd-e7f8-4bbf-90e4-fc481a404fcd"
}
]
}
}

[Eos_Rios]

Generally need to turn in a support case for issues like this to get the appropriate team involved that can access your system.

[tim.smith]

Eos_Rios is correct, please open a case with Genesys Cloud Care to invesitgate. We do not have access to your org's data via the forum and thusly cannot troubleshoot issues with the specific data returned by the API. Care has elevated access to troubleshoot these types of issues.

[Saurabh1]

Thanks for your response. I have earlier raised a case with the support team (customercare@genesys.com). I received the below response.

If there are no errors, either it could be the query (request body) which is not correct or there is a bug in API (which is highly unlikely).

We would recommend to relay this query with the developers directly on dev forum:
https://developer.genesys.cloud/forum/

There is not much we could do from support end as there is no error seen on the logs. If the developers confirm, we could escalate it to operations team for bug.

[tim.smith]

That's not an appropriate answer. Can you share the case number? I'll ask for it to be reopened and escalated.

[Saurabh1]

Sure. Here is the case number Case #0003097983

[tim.smith]

Thanks, I've escalated to Care management to have the case reopened.

[Saurabh1]

Thanks! Will keep an eye.