Understanding - Conversation size limitations

Platform API
1

Hey everyone, I hope you're doing well.

Guys, I'm creating this topic to try to understand a point in the Genesys API, on the article below, we have a little explanation about the conversation limit:

  • Terminating a conversation after 1000 events in analytics
  • Terminating a conversation after 100 communications
  • Terminating a conversation after 250 segments

https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-query#conversation-size-limitations

I'm trying to understand how to reach each of those events above, ( Communications and Analaytics ).

By the endpoint: /api/v2/analytics/conversations/details I could understand the Segments limitation, but the other 2 I wasn't.

I don't know if I'm using the correct Endpoint, but I'm trying to understand a little bit better the API.

Thanks a lot, guys.

2

Why are you going down this bunny trail and how/where/why do you think it will ever be meaningfully applicable to you?

3

Hey Eos,

I ended up reaching those conversation limits by a strange behavior that we found on a Genesys org.

Explaining the case, in that ORG that I'm working that situation, they have manage the WhatsApp Interactions in a peculiar way.

So the agent keeps the interaction with him, for 10 days, 20 days, or even more if necessary, and in certain moment those interactions got resolved, but the agent didn't did anything.

And then, by the "Long Time" of those interactions I started to check if we have any limit on those interactions, and then I found the 3 limits that I shared earlier, ( Analytics, Communications and Segments )

4

That's really something that you should work through a customer care case. They can see the specifics of your org and situation and help you identify what happened and how/where you can guard-rail it or if there are things they can adjust to make a reasonable business case workable. Trying to reverse engineer the problem from their cryptic terminology about things that are never meant to happen is masochistic.

5

Eos,

Well, I really tried to get in touch with the customer care team, I've explained the situation to them as I did here, but they said to open a topic here in the forum.

And now I'm lost, don't know where or with who I can check this information.

6

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