Using API to get details of a transferred call

[scm_pa]

Hi. Using the API is it possible to track the details of an agent transferred call? If it's an external transfer then we would want to know the number the transfer was to. If it was an internal transfer then we want to know:

• The agent that transferred it.
• The agent it was transferred to.
• The queue it was transferred from
• The queue it was transferred to.

Thank you.

[crespino]

Yes, you would use the Notification API (https://developer.genesys.cloud/api/rest/v2/notifications/notification_service) to subscribe to listen for conversations at the Queue or User level. You'll receive events for conversations and based on those events you'll be able to determine if a transfer is being performed and all of the details you require above.

You might check out the Notification tool by going to the home page of the developer center and clicking the link for the Notification tool under the Tools section.

[Jerome.Saint-Marc]

Hello,

If your question is about being notified in real-time (your application receiving a notification from Genesys Cloud), this would indeed have to leverage the Notifications API and service that Jim mentioned above (subscribing to the necessary/relevant topics and receiving notifications via a websocket).

If your question is about triggering a Platform API request from your application, when you need to retrieve information about a specific conversation (based on the conversationId), then you can:

• request the conversation context (Conversations API) with a GET /api/v2/conversations/{conversationId}. In the Platform API .Net SDK, it corresponds to GetConversation.
• request the conversation details (Analytics API) with a GET /api/v2/analytics/conversations/{conversationId}/details. In the Platform API .Net SDK, it corresponds to GetAnalyticsConversationDetails.

The conversation context, from the Conversations API, is available as soon as the conversation starts, and is available up to 60 days after it ends.
The conversation details, from the Analytics API, is available as soon as the conversation starts (few ms after), and is available indefinitely.

They both provide information about the conversation (just a different schema/attribute names), the participants who were involved (customer, ivr, queue, agents, external destination) and when they connected/disconnected from the conversation.
So the information you listed in your question will be available there (conversation context and conversation details).

You can find an article giving an overview on the conversation model here and one on the conversation detail model here.

Regards,

[scm_pa]

Thanks all for the help.