Mapping fields from the Analytics API

Analytics and Reporting
1

I use the Performance > Workspace > Interactions view with a lot of columns. Instead of CSV exports, I'm trying to get the data using the Analytics API.
But I can't get figure out how fields from the API response are mapped to the view columns.

I have problems with given columns:

  • First Queue
  • Predictive Agents Proposed
  • Predictive Agent Selected
  • Disconnect Type
  • Transfers
  • Emails Sent
  • Users
  • Users - Alerted
  • Users - Interacted
  • Users - Not Responding

E.g. for the Users column, I understand that I need query also the Users endpoint, but about the rest?

2

You’re going to need to iterate quite a bit because depending on the complexity of your business you may have multiple “rows” of data in a given conversation trying to mine it this way.

First Queue

  • Literally, it’s the first queue from the first ACD purpose.
  • Conversation Root -> Participants -> Sessions -> Segments -> QueueId

Predictive Agents Proposed

  • Conversation Root -> Participants -> Sessons -> proposedAgents
    • Iterate through it to get it however you want, it’s a list

Predictive Agent Selected

  • Conversation Root -> Participants -> Sessions
    • selectedAgentId
    • selectedAgentRank

Disconnect Type

  • Every segment has a disconnect type, pick the one you care about.
    • Customer?
    • Last agent?
    • Whatever

Transfers

  • Probably a few ways of doing this one, but most obvious is
    • Conversation Root -> Participants -> Sessions -> Metrics
      • Count of all nTransferred

Emails Sent

  • No idea on this one.

Users

  • All participants with a Purpose of user or agent

Users – Alerted

  • Conversation Root -> Participants -> Sessions -> Metrics
    • Count of all tAlert

Users – Interacted

  • Conversation Root -> Participants -> Sessions -> Metrics
    • Count of all tHandle

Users - Not Responding

  • Conversation Root -> Participants -> Sessions -> Metrics
    • Count of all tNotResponding

Refer to the schema of a 200 of

https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-analytics-conversations-details

and
https://developer.genesys.cloud/analyticsdatamanagement/analytics/metrics

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