Unable to determine if there was a conference call

Platform API
1

Hi,

I am trying to cut a recording file in order to get the piece of the file where an agent is in a call with a customer, for each agent in a conversation.

To achieve this I retrieve the AnalyticsConversation object and the RecordingMetadata object of the conversation. In most call scenarios I achieve to cut successfully the part of the agent, but there are 2 cases where I cannot determine if a second agent is being consulted by the agent that receives the call originally or the agent has added this agent to the conversation with the customer.

This scenario is the following:

  • A customer place a call in the contact center. This call passes through IVR, ACD and it comes handled by a First Agent .
    . After a certain time of conversation between the Customer and this first Agent , the agent initiate a consult with a second agent . In the API, this is represented with a session in the participant referrred to the second agent, where the "peerId" is the Session Id of the session of the First Agent.
  • Here is where comes the trouble: If the first agent remove the hold state of the call with the customer, the customer is added to the call with the second agent and all of them are in conference. There is no evidence of that in the Analytics Conversation object.

It´s strange to me that in the metrics section of the session of the first agent there is an event of consult, there is not an event of Hold ( although the call with the customer was put on hold ), and because of that there is not an event where the Hold State is removed ( That it would indicate the conference ).

Do you know the way to difference between a consult call with no transfer and a conference call? I think that is a relevant information and it should be in the AnalyticsConversation Object.

Regards,

David García Garcia

2

The best way to determine what data will be available to you for your exact scenario is to conduct a test and inspect the analytics data. The segment information for each participant will describe their activity within the conversation. If that data doesn't show you what you want, what you want doesn't exist.

You can request new features and share your use case at https://genesyscloud.ideas.aha.io/.

3

Hi Tim,

Thanks for your answer. As I suspect the problem is that you said, there is no way to know from the AnalyticsConversation object to determine if the First Agent has joined the second Agent to the conversation with the customer or he simply make a consult without transfer him.

I will create one idea in the portal.

Thanks!!!

David García García

4

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