In the Genesys Cloud conversation object , do we have any fields that will help us to understand if the agent has conferenced the customer with an other agent ? It almost looks similar to the consulted calls where the customer was on hold when the 2 agents were interacting
Depending on how specific you're trying to get it can get tricky, but here's a bunch of various bits of relevant data;
Segments have a field named "conference";
(boolean) Indicates whether the segment was a conference.
They also contain a sourceConversationId to tie them together and the conversation root has a field named conferenceStart to tell when the conversation became a conference.
For some reason it also populates a participant attribute named conferenceInitiator with a true to indicate who the conference was connected/started by instead of using a real field somewhere;
In our case , we are not able to find any hit for the keyword conference in the conversation object which we fetched through the developer tools using getConversation API /api/v2/conversations/{conversationId} Do we need to check somewhere else?
Use the analytics endpoint;
GET /api/v2/analytics/conversations/{conversationId}/details
Different endpoints have different structure and elements even when ostensibly for the same object/topic
From this api , we tried fetching the conversations. But strange !! All the segments has the conference boolean value as false .
segments": [
{
"conference": false,
"queueId": "",
"segmentEnd": "2023-05-19T12:54:55.796Z",
"segmentStart": "2023-05-19T12:54:50.660Z",
"segmentType": "alert"
},
{
"conference": false,
"disconnectType": "client",
"queueId": "",
"segmentEnd": "2023-05-19T12:56:25.681Z",
"segmentStart": "2023-05-19T12:54:55.796Z",
"segmentType": "interact"
},
{
"conference": false,
"disconnectType": "client",
"queueId": "",
"segmentEnd": "2023-05-19T12:56:32.620Z",
"segmentStart": "2023-05-19T12:56:25.681Z",
"segmentType": "wrapup",
"wrapUpCode": ""
}
]
Can we find it with any other way ?
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