i am new to Genesys and need to get completed chat conversations to save into our system. which API should i be using?
which endpoints should i use to get list of completed chats and loop through the chats to get the conversation between agent and customer?
That would be the analytics detail query.
The conversation object is the data returned by analytics queries and jobs. See the previous link for that documentation. I believe you're asking for the recording of the conversation, which you would use the recording APIs for that. Those docs are adjacent to the ones above: https://developer.genesys.cloud/analyticsdatamanagement/recording/
is that endpoint for chat conversations? we are only using chat software in our e-commerce website
Analytics and recording are available for all media types. Certain details of recordings will vary by media type, but neither analytics nor recording endpoints are segregated by media type. If you want to filter your analytics queries by media type, you can do so using with the mediaType dimension: https://developer.genesys.cloud/analyticsdatamanagement/analytics/detail/conversation-data-model#dimensions-for-sessions.
thank, so far this really has helped me out.
next question we pass a sessionId into the chat window and i don't see that value in the api i have called. which api will have that info?
i do see it in the portal under Participant Data called sessionID
- Job results contain participant attributes for each conversation. The keys and values of the attributes are truncated to 1024 characters but there is no limit in analytics on the number of attributes.
Take note the section below on that page about data availability. If you need participant attribute data immediately, it's available via the conversation APIs.
Right, participant data == participant attributes
i first call endpoint PostAnalyticsConversationsDetailsQuery and i get conversation in the participant model i do not see attributes section
That's working as expected.
This implicitly means the inverse, that queries do not have participant attributes.
thank you very much, every reply has been very helpful.
next question on getting the " Wrap-up Information" code. which endpoint can i use to get that?
Wrap up codes are on both the conversation and analytics resources. They'll be on the participant's segment/session that assigned it.
thank you very much.
which api end point should i use to get all active agents
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Logged in and active but not in chat
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Logged in and active but in a chat
Genesys Cloud doesn't have a concept of "logged in/out". A user has presence, however. One of the presences is offline and the rest are not offline. The concept of presence is what you should use to determine something like "is the user at work right now?". If you want to understand their ACD status, use routing status. https://developer.genesys.cloud/useragentman/presence/understanding-presence
If your app is getting conversations for the authenticated user, use GET /api/v2/conversations. If you're trying to view another user's conversations, use an analytics query with a filter for the desired user as a participant.
If you're just looking for a count of conversations for a user, use one of the get users endpoints that fits your case using expand=conversationSummary to get that count. You can expand presence for users using this method as well.
On the portal the agent marks themselves as available, is there a endpoint to get all users that marked themselves as available and is there a endpoint to know if currently in chat
analytics user status observation query
See previous answer
thank, do u have the url to each endpoint
i am looking through the API endpoints and don't see one to get users. can u post which endpoint to use