Transcript Analytic API - how to get Empathy Scores?

[Yaro]

Heya.
I am trying to get Sentiment and Agent Empathy analysis for bulk of conversations.
Using this API:

POST /api/v2/analytics/transcripts/aggregates/query

And Query like this:

{
"metrics": [
"oCustomerSentiment",
"oSentimentScore"
],
"interval": "2024-10-26T04:00:00/2024-10-27T04:00:00",
"groupBy": [
"divisionId",
"conversationId",
"userId",
"direction",
"topicId"
],
"filter": {
"type": "and"
},
"flattenMultivaluedDimensions": true
}

All is good for Sentiment and Topics, but how can I get Agent Empathy Score?

Thank you.

[Eos_Rios]

I don't believe it's reached metrics yet -

https://community.genesys.com/discussion/agent-empathy-analysis-api-for-english-to-identify-areas-for-improvement-in-agent-training

https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1941

We are expecting to add it product Q1, 2025.