Dear,
We are relying heavily on the Genesys API for one of our services and we would like to understand part of the API response clearly, so that we are using them correctly.
To point out the picture of what we want to achieve: In our application we want to analyse the piece of the conversation that the customer (initial caller) has been part of. It is very important for us to get this bit of the whole conversation and filter out for instance internal calls between human agents.
At the moment we are using two API endpoints to retrieve conversations and recordings from Genesys, namely:
- /api/v2/analytics/conversations/details/query | for relevant conversations.
The response for retrieving conversations contains a list of participants. A participant can have several 'purposes', we are particularly interested in the 'customer' purpose as we are confident that this is the initial caller. Now this participant has a list of 'sessions' linked where a session has a sessionId. Our assumption is that sessions are parts of the conversation and when a session is linked to a participant it means this person was part of that session.
- /api/v2/conversations/{conversationId}/recordings | for the related recordings.
When we retrieve the conversation we can get the recordings of this conversation based on the conversationId. Every recording has a sessionId linked, which makes us think that a recording can be linked to a certain session.
Now when we want to achieve our main objective, namely using the recordings that the customer is linked to, we filter out the recordings that do not have a sessionId that corresponds with one of the linked sessions of the 'customer' participant.
We did quite some testing and are pretty confident that the API behaves as just described, but it would be very helpful to get this validated by someone who understands this API fully. If you could help us with that, that would be great!
I am also very willing to get in touch by setting up a short meeting. Please reach out to jelle.defockert@assistyou.ai in that case.
Kind regards