Need to associate Skill/Skill ID to Conversation Details via API in our reports

[Angela_Amico]

Hello, I've been testing different APIs and ways to pull in skill ID and/or participant data (ie: ivr.skill or requestedRoutingSkillID or conversationRoutingData) associated with interactions for our reporting and I'm running into a roadblock. I've read that we can use the 'api/v2/conversations/details/query' route (which we are already utilizing in another capacity), but then need to associate attribute data using a different endpoint (api/v2/conversations/participants/attributes/search)? I've also read that we're not able to pull more than 4 hours of interactions at a time due to data stability, so I'm wondering if its not possible for us to pull this data when running our reports for previous days data/interactions? Hoping someone can help guide us in obtaining skill details within queue interactions so that we're able to compile skill-level performance metrics within a queue.

I was successful in using /api/v2/routing/skills to gather a list of skill names/ID's at least, but if I'm unable to extract the ivr.skill from an interaction and also associate that conversation with a queue, then that won't do me any good! I was also trying to utilize the /api/v2/conversations/{conversationId} path, and used this conversation ID as a test: 71bea48f-4f28-4090-9368-45a7207e0a74. Within that response, here is a sample of the data we're looking for (see **):

** "id": "513ac27c-dac2-4ace-bdd7-121b3936fac8",**
** "startTime": "2025-01-29T21:01:07.417Z",**
** "endTime": "2025-01-29T21:03:16.928Z",**
** "connectedTime": "2025-01-29T21:01:07.422Z",**
** "name": "Monroe Region East",**
** "queueId": "a609e6d5-e5ba-4362-8517-d5eecf4b5efa",**
** "queueName": "Monroe Region East",**
** "purpose": "acd",**
** "participantType": "ACD",**
"address": "sip:a609e6d5-e5ba-4362-8517-d5eecf4b5efa@127.0.0.1;language=en-US;src=https://edge-proxy.usw2.pure.cloud/connector/v1/organizations/cee1145d-b21a-405c-a955-756ab19d62f8/defaults/ivr/262841cd-f52a-48a7-8700-236e8e9e1b94/defaultentrypoint.vxml;user=acd",
"ani": "tel:+15853015664",
"aniName": "WIRELESS CALLER",
** "dnis":** "sip:a609e6d5-e5ba-4362-8517-d5eecf4b5efa@127.0.0.1;language=en-US;src=https://edge-proxy.usw2.pure.cloud/connector/v1/organizations/cee1145d-b21a-405c-a955-756ab19d62f8/defaults/ivr/262841cd-f52a-48a7-8700-236e8e9e1b94/defaultentrypoint.vxml;user=acd", **
"wrapupRequired": false,
"mediaRoles": [
"full"
],
** "conversationRoutingData": {**
** "queue": {**
** "id": "a609e6d5-e5ba-4362-8517-d5eecf4b5efa",**
** "selfUri": "/api/v2/routing/queues/a609e6d5-e5ba-4362-8517-d5eecf4b5efa"**
** },**
** "priority": 5,**
** "skills": [**
** {**
** "id": "1c890c18-73ec-482b-b32d-94fd988ef79d",**
** "selfUri": "/api/v2/routing/skills/1c890c18-73ec-482b-b32d-94fd988ef79d"**
** },**
** {**
** "id": "82fd9480-8269-48d0-a23f-eb184525ad0c",**
** "selfUri": "/api/v2/routing/skills/82fd9480-8269-48d0-a23f-eb184525ad0c"**
}
],
"scoredAgents": [],
"label": "631f0939-be32-495a-baf9-970abb039192"
},
** "attributes": {**
** "ivr.Priority": "5",**
** "ivr.Skills": "1c890c18-73ec-482b-b32d-94fd988ef79d,82fd9480-8269-48d0-a23f-eb184525ad0c"**
},

Not sure if this is helpful either, but heres an inin-correlation-id from the dev center on this execution request I made: 04f878c3-bfa8-4dde-90fc-65b9c4a19df1

Thanks in advance!

[Eos_Rios]

Participant attributes are not how you're intended to get the skill associated with a segment.
Those are transitory, overwritten, and meant to help the IVR in real time, not be reported on.

All the skill info in a conversation already exists within

Conversation -> Participants -> Sessions -> Segments -> requestedRoutingSkillIds

If you're using bullseye routing and need additional detail regarding which skills were stripped you can break the requested Skills down further using:

Conversation -> Participants -> Sessions -> activeSkillids
Conversation -> Participants -> Sessions -> removedSkillids

If all you really care about is metrics grouped by queue and some combinations of those don't waste time trying to mine it yourself, use the aggregate API and group by those dimensions.

POST /api/v2/analytics/conversations/aggregates/query

Documentation

Either way, you shouldn't need Participant Attributes unless you're trying to bring in custom data about your customer into the mix, and doin that is a massive pain in the ass you're highly discouraged from doing and has about a dozen threads about already.