> ## Documentation Index
> Fetch the complete documentation index at: https://docs.pinkfish.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# genesys-conversations
> Genesys Conversations - voice conversations, calls, callbacks, participant management, wrapup, summaries, suggestions, and analytics
**Server path:** `/genesys-conversations` | **Type:** Application | **PCID required:** Yes
## Tools
| Tool | Description |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| [`genesys_conversations_delete_call_participant_consult`](#genesys_conversations_delete_call_participant_consult) | Cancel the transfer |
| [`genesys_conversations_delete_conversation`](#genesys_conversations_delete_conversation) | Update a conversation by disconnecting all of the participants |
| [`genesys_conversations_delete_conversation_customattribute`](#genesys_conversations_delete_conversation_customattribute) | Delete a custom attributes record. |
| [`genesys_conversations_delete_conversation_participant_code`](#genesys_conversations_delete_conversation_participant_code) | Delete a code used to add a communication to this participant |
| [`genesys_conversations_delete_conversation_participant_flaggedreason`](#genesys_conversations_delete_conversation_participant_flaggedreason) | Remove flagged reason from conversation participant. |
| [`genesys_conversations_get_analytics_conversation_details`](#genesys_conversations_get_analytics_conversation_details) | Get a conversation by id |
| [`genesys_conversations_get_analytics_conversations_details`](#genesys_conversations_get_analytics_conversations_details) | Gets multiple conversations by id |
| [`genesys_conversations_get_analytics_conversations_details_job_results`](#genesys_conversations_get_analytics_conversations_details_job_results) | Fetch a page of results for an async details job |
| [`genesys_conversations_get_call`](#genesys_conversations_get_call) | Get call conversation |
| [`genesys_conversations_get_call_participant_communication_wrapup`](#genesys_conversations_get_call_participant_communication_wrapup) | Get the wrap-up for this conversation communication. |
| [`genesys_conversations_get_call_participant_wrapup`](#genesys_conversations_get_call_participant_wrapup) | Get the wrap-up for this conversation participant. |
| [`genesys_conversations_get_call_participant_wrapupcodes`](#genesys_conversations_get_call_participant_wrapupcodes) | Get list of wrapup codes for this conversation participant |
| [`genesys_conversations_get_callback`](#genesys_conversations_get_callback) | Get callback conversation |
| [`genesys_conversations_get_callback_participant_communication_wrapup`](#genesys_conversations_get_callback_participant_communication_wrapup) | Get the wrap-up for this conversation communication. |
| [`genesys_conversations_get_callback_participant_wrapup`](#genesys_conversations_get_callback_participant_wrapup) | Get the wrap-up for this conversation participant. |
| [`genesys_conversations_get_callback_participant_wrapupcodes`](#genesys_conversations_get_callback_participant_wrapupcodes) | Get list of wrapup codes for this conversation participant |
| [`genesys_conversations_get_callbacks`](#genesys_conversations_get_callbacks) | Get the logged-in user's active conversations and their Callback participants state. |
| [`genesys_conversations_get_calls`](#genesys_conversations_get_calls) | Get the logged-in user's active conversations and their Call participants state. |
| [`genesys_conversations_get_calls_history`](#genesys_conversations_get_calls_history) | Get call history |
| [`genesys_conversations_get_conversation`](#genesys_conversations_get_conversation) | Get conversation |
| [`genesys_conversations_get_conversation_communication_agentchecklist`](#genesys_conversations_get_conversation_communication_agentchecklist) | Get checklist info for a single checklist. |
| [`genesys_conversations_get_conversation_communication_agentchecklist_job`](#genesys_conversations_get_conversation_communication_agentchecklist_job) | Get inference job status |
| [`genesys_conversations_get_conversation_communication_agentchecklists`](#genesys_conversations_get_conversation_communication_agentchecklists) | Get information of all checklists associated with a conversation. |
| [`genesys_conversations_get_conversation_communication_internalmessage`](#genesys_conversations_get_conversation_communication_internalmessage) | Get message |
| [`genesys_conversations_get_conversation_communication_internalmessages`](#genesys_conversations_get_conversation_communication_internalmessages) | Get messages for communication |
| [`genesys_conversations_get_conversation_customattribute`](#genesys_conversations_get_conversation_customattribute) | Get custom attributes by id |
| [`genesys_conversations_get_conversation_customattributes`](#genesys_conversations_get_conversation_customattributes) | Get a list of custom attributes for a conversation. |
| [`genesys_conversations_get_conversation_participant_secureivrsession`](#genesys_conversations_get_conversation_participant_secureivrsession) | Fetch info on a secure session |
| [`genesys_conversations_get_conversation_participant_secureivrsessions`](#genesys_conversations_get_conversation_participant_secureivrsessions) | Get a list of secure sessions for this participant. |
| [`genesys_conversations_get_conversation_participant_wrapup`](#genesys_conversations_get_conversation_participant_wrapup) | Get the wrap-up for this conversation participant. |
| [`genesys_conversations_get_conversation_participant_wrapupcodes`](#genesys_conversations_get_conversation_participant_wrapupcodes) | Get list of wrapup codes for this conversation participant |
| [`genesys_conversations_get_conversation_secureattributes`](#genesys_conversations_get_conversation_secureattributes) | Get the secure attributes on a conversation. |
| [`genesys_conversations_get_conversation_suggestion`](#genesys_conversations_get_conversation_suggestion) | Get Suggestion. |
| [`genesys_conversations_get_conversation_suggestions`](#genesys_conversations_get_conversation_suggestions) | Get all suggestions for a conversation. |
| [`genesys_conversations_get_conversation_summaries`](#genesys_conversations_get_conversation_summaries) | Get the summaries of the conversation. |
| [`genesys_conversations_get_conversations`](#genesys_conversations_get_conversations) | Get active conversations for the logged in user |
| [`genesys_conversations_get_conversations_call`](#genesys_conversations_get_conversations_call) | Get call conversation |
| [`genesys_conversations_get_conversations_callback`](#genesys_conversations_get_conversations_callback) | Get callback conversation |
| [`genesys_conversations_get_conversations_callbacks`](#genesys_conversations_get_conversations_callbacks) | Get the logged-in user's active conversations and their Callback participants state. |
| [`genesys_conversations_get_conversations_calls`](#genesys_conversations_get_conversations_calls) | Get the logged-in user's active conversations and their Call participants state. |
| [`genesys_conversations_get_conversations_calls_history`](#genesys_conversations_get_conversations_calls_history) | Get call history |
| [`genesys_conversations_get_conversations_email`](#genesys_conversations_get_conversations_email) | Get email conversation |
| [`genesys_conversations_get_conversations_emails`](#genesys_conversations_get_conversations_emails) | Get the logged-in user's active conversations and their Email participants state. |
| [`genesys_conversations_get_conversations_message`](#genesys_conversations_get_conversations_message) | Get message conversation |
| [`genesys_conversations_get_conversations_messages`](#genesys_conversations_get_conversations_messages) | Get the logged-in user's active conversations and their Message participants state. |
| [`genesys_conversations_patch_call`](#genesys_conversations_patch_call) | Update a conversation by setting its recording state, merging in other conversations to create a conference, or disconnecting all of the participants |
| [`genesys_conversations_patch_call_conference`](#genesys_conversations_patch_call_conference) | Update a conversation by merging in other conversations to create a conference |
| [`genesys_conversations_patch_call_participant`](#genesys_conversations_patch_call_participant) | Update conversation participant |
| [`genesys_conversations_patch_call_participant_attributes`](#genesys_conversations_patch_call_participant_attributes) | Update the attributes on a conversation participant. |
| [`genesys_conversations_patch_call_participant_communication`](#genesys_conversations_patch_call_participant_communication) | Update conversation participant's communication by disconnecting it. This endpoint does not update wrapup. |
| [`genesys_conversations_patch_call_participant_consult`](#genesys_conversations_patch_call_participant_consult) | Change who can speak |
| [`genesys_conversations_patch_call_participant_user_user_id`](#genesys_conversations_patch_call_participant_user_user_id) | Update conversation participant on behalf of a user |
| [`genesys_conversations_patch_callback`](#genesys_conversations_patch_callback) | Update a conversation by disconnecting all of the participants |
| [`genesys_conversations_patch_callback_participant`](#genesys_conversations_patch_callback_participant) | Update conversation participant |
| [`genesys_conversations_patch_callback_participant_attributes`](#genesys_conversations_patch_callback_participant_attributes) | Update the attributes on a conversation participant. |
| [`genesys_conversations_patch_callback_participant_communication`](#genesys_conversations_patch_callback_participant_communication) | Update conversation participant's communication by disconnecting it. |
| [`genesys_conversations_patch_callbacks`](#genesys_conversations_patch_callbacks) | Update a scheduled callback |
| [`genesys_conversations_patch_conversation_customattributes`](#genesys_conversations_patch_conversation_customattributes) | Update a single custom attributes record by amending the data with only the provided fields. |
| [`genesys_conversations_patch_conversation_participant`](#genesys_conversations_patch_conversation_participant) | Update a participant. |
| [`genesys_conversations_patch_conversation_participant_attributes`](#genesys_conversations_patch_conversation_participant_attributes) | Update the attributes on a conversation participant. |
| [`genesys_conversations_patch_conversation_secureattributes`](#genesys_conversations_patch_conversation_secureattributes) | Update the secure attributes on a conversation. |
| [`genesys_conversations_patch_conversation_summary_engagements`](#genesys_conversations_patch_conversation_summary_engagements) | Update agent's engagement for the summary. |
| [`genesys_conversations_patch_conversation_summary_feedback`](#genesys_conversations_patch_conversation_summary_feedback) | Update the feedback for the summary. |
| [`genesys_conversations_patch_conversation_utilizationlabel`](#genesys_conversations_patch_conversation_utilizationlabel) | Update the utilization label on a conversation. When there is no value provided, the system default label is applied |
| [`genesys_conversations_post_analytics_conversations_activity_query`](#genesys_conversations_post_analytics_conversations_activity_query) | Query for conversation activity observations |
| [`genesys_conversations_post_analytics_conversations_aggregates_query`](#genesys_conversations_post_analytics_conversations_aggregates_query) | Query for conversation aggregates |
| [`genesys_conversations_post_analytics_conversations_details_query`](#genesys_conversations_post_analytics_conversations_details_query) | Query for conversation details |
| [`genesys_conversations_post_call`](#genesys_conversations_post_call) | Place a new call as part of a callback conversation. |
| [`genesys_conversations_post_call_participant_barge`](#genesys_conversations_post_call_participant_barge) | Barge a given participant's call creating a barged in conference of connected participants. |
| [`genesys_conversations_post_call_participant_coach`](#genesys_conversations_post_call_participant_coach) | Listen in on the conversation from the point of view of a given participant while speaking to just the given participant. |
| [`genesys_conversations_post_call_participant_communication_wrapup`](#genesys_conversations_post_call_participant_communication_wrapup) | Apply wrap-up for this conversation communication |
| [`genesys_conversations_post_call_participant_consult_agent`](#genesys_conversations_post_call_participant_consult_agent) | Initiate a consult transfer to an agent |
| [`genesys_conversations_post_call_participant_consult_contact_external`](#genesys_conversations_post_call_participant_consult_contact_external) | Initiate a consult transfer to an external contact |
| [`genesys_conversations_post_call_participant_consult_queue`](#genesys_conversations_post_call_participant_consult_queue) | Initiate a consult transfer to a queue |
| [`genesys_conversations_post_call_participant_monitor`](#genesys_conversations_post_call_participant_monitor) | Listen in on the conversation from the point of view of a given participant. |
| [`genesys_conversations_post_call_participant_replace`](#genesys_conversations_post_call_participant_replace) | Replace this participant with the specified user and/or address |
| [`genesys_conversations_post_call_participant_voice_consult`](#genesys_conversations_post_call_participant_voice_consult) | Initiate voice consult transfer |
| [`genesys_conversations_post_call_participants`](#genesys_conversations_post_call_participants) | Add participants to a conversation |
| [`genesys_conversations_post_call_participants_user_user_id`](#genesys_conversations_post_call_participants_user_user_id) | Add participants to a conversation on behalf of a user |
| [`genesys_conversations_post_callback_participant_communication_wrapup`](#genesys_conversations_post_callback_participant_communication_wrapup) | Apply wrap-up for this conversation communication |
| [`genesys_conversations_post_callback_participant_replace`](#genesys_conversations_post_callback_participant_replace) | Replace this participant with the specified user and/or address |
| [`genesys_conversations_post_callbacks`](#genesys_conversations_post_callbacks) | Create a Callback |
| [`genesys_conversations_post_calls`](#genesys_conversations_post_calls) | Create a call conversation |
| [`genesys_conversations_post_calls_user_user_id`](#genesys_conversations_post_calls_user_user_id) | Create a call conversation on behalf of a user |
| [`genesys_conversations_post_conversation_assign`](#genesys_conversations_post_conversation_assign) | Attempts to manually assign a specified conversation to a specified user. Ignores bullseye ring, PAR score, skills, and languages. |
| [`genesys_conversations_post_conversation_barge`](#genesys_conversations_post_conversation_barge) | Barge a conversation creating a barged in conference of connected participants. |
| [`genesys_conversations_post_conversation_cobrowse`](#genesys_conversations_post_conversation_cobrowse) | Creates a cobrowse session. Requires "conversation:cobrowse:add" (for web messaging) or "conversation:cobrowsevoice:add" permission. |
| [`genesys_conversations_post_conversation_communication_agentchecklist`](#genesys_conversations_post_conversation_communication_agentchecklist) | Agent Checklist activation API |
| [`genesys_conversations_post_conversation_communication_agentchecklist_agentaction`](#genesys_conversations_post_conversation_communication_agentchecklist_agentaction) | API invoked to capture an agent action. |
| [`genesys_conversations_post_conversation_communication_agentchecklist_jobs`](#genesys_conversations_post_conversation_communication_agentchecklist_jobs) | Create inference job |
| [`genesys_conversations_post_conversation_communication_agentchecklists_finalize`](#genesys_conversations_post_conversation_communication_agentchecklists_finalize) | API invoked to finalize agent checklist evaluation. |
| [`genesys_conversations_post_conversation_communication_internalmessages`](#genesys_conversations_post_conversation_communication_internalmessages) | Send internal message |
| [`genesys_conversations_post_conversation_disconnect`](#genesys_conversations_post_conversation_disconnect) | Performs a full conversation teardown. Issues disconnect requests for any connected media. Applies a system wrap-up code to any participants that are pending wrap-up. This is not intended to be the normal way of ending interactions but is available in the event of problems with the application to allow a resynchronization of state across all components. It is recommended that users submit a support case if they are relying on this endpoint systematically as there is likely something that needs investigation. |
| [`genesys_conversations_post_conversation_participant_callbacks`](#genesys_conversations_post_conversation_participant_callbacks) | Create a new callback for the specified participant on the conversation. |
| [`genesys_conversations_post_conversation_participant_digits`](#genesys_conversations_post_conversation_participant_digits) | Sends DTMF to the participant |
| [`genesys_conversations_post_conversation_participant_internalmessages_users_communications`](#genesys_conversations_post_conversation_participant_internalmessages_users_communications) | Setup internal message communication with user |
| [`genesys_conversations_post_conversation_participant_replace_agent`](#genesys_conversations_post_conversation_participant_replace_agent) | Replace this participant with the specified agent |
| [`genesys_conversations_post_conversation_participant_replace_contact_external`](#genesys_conversations_post_conversation_participant_replace_contact_external) | Replace this participant with the an external contact |
| [`genesys_conversations_post_conversation_participant_replace_queue`](#genesys_conversations_post_conversation_participant_replace_queue) | Replace this participant with the specified queue |
| [`genesys_conversations_post_conversation_participant_secureivrsessions`](#genesys_conversations_post_conversation_participant_secureivrsessions) | Create secure IVR session. Only a participant in the conversation can invoke a secure IVR. |
| [`genesys_conversations_post_conversation_participant_transfer`](#genesys_conversations_post_conversation_participant_transfer) | Replace this participant by another one using the address of the destination. |
| [`genesys_conversations_post_conversation_suggestion_engagement`](#genesys_conversations_post_conversation_suggestion_engagement) | Save an engagement on the suggestion. |
| [`genesys_conversations_post_conversation_summary_feedback`](#genesys_conversations_post_conversation_summary_feedback) | Submit feedback for the summary. |
| [`genesys_conversations_post_conversations_call_participant_communication_wrapup`](#genesys_conversations_post_conversations_call_participant_communication_wrapup) | Apply wrap-up for this conversation communication |
| [`genesys_conversations_post_conversations_participants_attributes_search`](#genesys_conversations_post_conversations_participants_attributes_search) | Search conversations |
| [`genesys_conversations_post_customattributes_search`](#genesys_conversations_post_customattributes_search) | Search resources. |
| [`genesys_conversations_post_participants_attributes_search`](#genesys_conversations_post_participants_attributes_search) | Search conversations |
| [`genesys_conversations_put_conversation_customattributes`](#genesys_conversations_put_conversation_customattributes) | Create or update a single custom attributes record. Updating replaces all data with the provided fields. |
| [`genesys_conversations_put_conversation_participant_flaggedreason`](#genesys_conversations_put_conversation_participant_flaggedreason) | Set flagged reason on conversation participant to indicate bad conversation quality. |
| [`genesys_conversations_put_conversation_secureattributes`](#genesys_conversations_put_conversation_secureattributes) | Set the secure attributes on a conversation. |
| [`genesys_conversations_put_conversation_tags`](#genesys_conversations_put_conversation_tags) | Update the tags on a conversation. |
***
## genesys\_conversations\_delete\_call\_participant\_consult
Cancel the transfer
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_delete\_conversation
Update a conversation by disconnecting all of the participants
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_delete\_conversation\_customattribute
Delete a custom attributes record.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `attributesId` | string | Yes | — | Attributes Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"attributesId": {
"type": "string",
"description": "Attributes Id"
}
},
"required": [
"PCID",
"conversationId",
"attributesId"
]
}
```
***
## genesys\_conversations\_delete\_conversation\_participant\_code
Delete a code used to add a communication to this participant
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------------- | ------ | -------- | ------- | ---------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `addCommunicationCode` | string | Yes | — | Add Communication Code |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"addCommunicationCode": {
"type": "string",
"description": "Add Communication Code"
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"addCommunicationCode"
]
}
```
***
## genesys\_conversations\_delete\_conversation\_participant\_flaggedreason
Remove flagged reason from conversation participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_get\_analytics\_conversation\_details
Get a conversation by id
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_analytics\_conversations\_details
Gets multiple conversations by id
**Parameters:**
| Parameter | Type | Required | Default | Description |
| --------- | --------- | -------- | ------- | -------------------------------- |
| `id` | string\[] | No | — | Comma-separated conversation ids |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"id": {
"type": "array",
"items": {
"type": "string"
},
"description": "Comma-separated conversation ids"
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_analytics\_conversations\_details\_job\_results
Fetch a page of results for an async details job
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------- | ------- | -------- | ------- | --------------------------------------------------------------------- |
| `jobId` | string | Yes | — | Job Id |
| `cursor` | string | No | — | Indicates where to resume query results (not required for first page) |
| `pageSize` | integer | No | — | The desired maximum number of results |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"jobId": {
"type": "string",
"description": "Job Id"
},
"cursor": {
"type": "string",
"description": "Indicates where to resume query results (not required for first page)"
},
"pageSize": {
"type": "integer",
"description": "The desired maximum number of results"
}
},
"required": [
"PCID",
"jobId"
]
}
```
***
## genesys\_conversations\_get\_call
Get call conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_call\_participant\_communication\_wrapup
Get the wrap-up for this conversation communication.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------- | -------- | ------- | ----------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `communicationId` | string | Yes | — | Communication Id |
| `provisional` | boolean | No | — | Indicates whether or not to fetch provisional wrap-up code. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"provisional": {
"type": "boolean",
"description": "Indicates whether or not to fetch provisional wrap-up code."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"communicationId"
]
}
```
***
## genesys\_conversations\_get\_call\_participant\_wrapup
Get the wrap-up for this conversation participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | ----------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `provisional` | boolean | No | — | Indicates whether or not to fetch provisional wrap-up code. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"provisional": {
"type": "boolean",
"description": "Indicates whether or not to fetch provisional wrap-up code."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_get\_call\_participant\_wrapupcodes
Get list of wrapup codes for this conversation participant
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_get\_callback
Get callback conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_callback\_participant\_communication\_wrapup
Get the wrap-up for this conversation communication.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------- | -------- | ------- | ----------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `communicationId` | string | Yes | — | Communication Id |
| `provisional` | boolean | No | — | Indicates whether or not to fetch provisional wrap-up code. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"provisional": {
"type": "boolean",
"description": "Indicates whether or not to fetch provisional wrap-up code."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"communicationId"
]
}
```
***
## genesys\_conversations\_get\_callback\_participant\_wrapup
Get the wrap-up for this conversation participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | ----------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `provisional` | boolean | No | — | Indicates whether or not to fetch provisional wrap-up code. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"provisional": {
"type": "boolean",
"description": "Indicates whether or not to fetch provisional wrap-up code."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_get\_callback\_participant\_wrapupcodes
Get list of wrapup codes for this conversation participant
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_get\_callbacks
Get the logged-in user's active conversations and their Callback participants state.
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_calls
Get the logged-in user's active conversations and their Call participants state.
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_calls\_history
Get call history
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------ | --------- | -------- | ------- | ---------------------------------------------------------------------------------------- |
| `pageSize` | integer | No | — | Page size, maximum 50 |
| `pageNumber` | integer | No | — | Page number |
| `interval` | string | No | — | Interval string; format is ISO-8601. Separate start and end times with forward slash '/' |
| `expand` | string\[] | No | — | Which fields, if any, to expand. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size, maximum 50"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"interval": {
"type": "string",
"description": "Interval string; format is ISO-8601. Separate start and end times with forward slash '/'"
},
"expand": {
"type": "array",
"items": {
"type": "string",
"enum": [
"externalorganization",
"externalcontact",
"user",
"queue",
"group"
]
},
"description": "Which fields, if any, to expand."
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_conversation
Get conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_communication\_agentchecklist
Get checklist info for a single checklist.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | ------ | -------- | ------- | ------------------ |
| `conversationId` | string | Yes | — | Conversation ID |
| `communicationId` | string | Yes | — | Communication ID |
| `agentChecklistId` | string | Yes | — | Agent Checklist ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"communicationId": {
"type": "string",
"description": "Communication ID"
},
"agentChecklistId": {
"type": "string",
"description": "Agent Checklist ID"
}
},
"required": [
"PCID",
"conversationId",
"communicationId",
"agentChecklistId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_communication\_agentchecklist\_job
Get inference job status
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | ------ | -------- | ------- | ------------------ |
| `conversationId` | string | Yes | — | Conversation ID |
| `communicationId` | string | Yes | — | Communication ID |
| `agentChecklistId` | string | Yes | — | Agent Checklist ID |
| `jobId` | string | Yes | — | Inference Job ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"communicationId": {
"type": "string",
"description": "Communication ID"
},
"agentChecklistId": {
"type": "string",
"description": "Agent Checklist ID"
},
"jobId": {
"type": "string",
"description": "Inference Job ID"
}
},
"required": [
"PCID",
"conversationId",
"communicationId",
"agentChecklistId",
"jobId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_communication\_agentchecklists
Get information of all checklists associated with a conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------ | -------- | ------- | ---------------- |
| `conversationId` | string | Yes | — | Conversation ID |
| `communicationId` | string | Yes | — | Communication ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"communicationId": {
"type": "string",
"description": "Communication ID"
}
},
"required": [
"PCID",
"conversationId",
"communicationId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_communication\_internalmessage
Get message
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------ | -------- | ------- | ---------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `communicationId` | string | Yes | — | Communication Id |
| `messageId` | string | Yes | — | Message Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"messageId": {
"type": "string",
"description": "Message Id"
}
},
"required": [
"PCID",
"conversationId",
"communicationId",
"messageId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_communication\_internalmessages
Get messages for communication
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------- | -------- | ------- | --------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `communicationId` | string | Yes | — | Communication Id |
| `pageSize` | integer | No | — | Indicates maximum number of results in response. Default page size is 25 results. The maximum page size is 200. |
| `pageNumber` | integer | No | — | Page number |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"pageSize": {
"type": "integer",
"description": "Indicates maximum number of results in response. Default page size is 25 results. The maximum page size is 200."
},
"pageNumber": {
"type": "integer",
"description": "Page number"
}
},
"required": [
"PCID",
"conversationId",
"communicationId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_customattribute
Get custom attributes by id
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `attributesId` | string | Yes | — | Attributes Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"attributesId": {
"type": "string",
"description": "Attributes Id"
}
},
"required": [
"PCID",
"conversationId",
"attributesId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_customattributes
Get a list of custom attributes for a conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_participant\_secureivrsession
Fetch info on a secure session
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------ | -------- | ------- | --------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `secureSessionId` | string | Yes | — | secure IVR session ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"secureSessionId": {
"type": "string",
"description": "secure IVR session ID"
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"secureSessionId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_participant\_secureivrsessions
Get a list of secure sessions for this participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_participant\_wrapup
Get the wrap-up for this conversation participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | --------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `provisional` | boolean | No | — | Indicates if the wrap-up code is provisional. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"provisional": {
"type": "boolean",
"description": "Indicates if the wrap-up code is provisional."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_participant\_wrapupcodes
Get list of wrapup codes for this conversation participant
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_secureattributes
Get the secure attributes on a conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_suggestion
Get Suggestion.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation ID |
| `suggestionId` | string | Yes | — | Suggestion ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"suggestionId": {
"type": "string",
"description": "Suggestion ID"
}
},
"required": [
"PCID",
"conversationId",
"suggestionId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_suggestions
Get all suggestions for a conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | ---------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation ID |
| `before` | string | No | — | The cursor that points to the start of the set of entities that has been returned. |
| `after` | string | No | — | The cursor that points to the end of the set of entities that has been returned. |
| `pageSize` | string | No | — | Number of entities to return. Maximum of 200. |
| `type` | string | No | — | Suggestion type to filter by. |
| `state` | string | No | — | Suggestion state to filter Copilot suggestions. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"before": {
"type": "string",
"description": "The cursor that points to the start of the set of entities that has been returned."
},
"after": {
"type": "string",
"description": "The cursor that points to the end of the set of entities that has been returned."
},
"pageSize": {
"type": "string",
"description": "Number of entities to return. Maximum of 200."
},
"type": {
"type": "string",
"description": "Suggestion type to filter by.",
"enum": [
"Faq",
"Article",
"KnowledgeArticle",
"KnowledgeSearch",
"CannedResponse",
"Script",
"SuggestedKnowledgeAnswer",
"ThirdPartySuggestion"
]
},
"state": {
"type": "string",
"description": "Suggestion state to filter Copilot suggestions.",
"enum": [
"Suggested",
"Accepted",
"Dismissed",
"Failed",
"Rated"
]
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversation\_summaries
Get the summaries of the conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversations
Get active conversations for the logged in user
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------- | ------ | -------- | ------- | ------------------------------------ |
| `communicationType` | string | No | — | Call or Chat communication filtering |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"communicationType": {
"type": "string",
"description": "Call or Chat communication filtering"
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_conversations\_call
Get call conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | -------------- |
| `conversationId` | string | Yes | — | conversationId |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversationId"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversations\_callback
Get callback conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | -------------- |
| `conversationId` | string | Yes | — | conversationId |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversationId"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversations\_callbacks
Get the logged-in user's active conversations and their Callback participants state.
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_conversations\_calls
Get the logged-in user's active conversations and their Call participants state.
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_conversations\_calls\_history
Get call history
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------ | ------- | -------- | ------- | ---------------------------------------------------------------------------------------- |
| `pageSize` | integer | No | — | Page size, maximum 50 |
| `pageNumber` | integer | No | — | Page number |
| `interval` | string | No | — | Interval string; format is ISO-8601. Separate start and end times with forward slash '/' |
| `expand` | any\[] | No | — | Which fields, if any, to expand. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "Page size, maximum 50"
},
"pageNumber": {
"type": "integer",
"description": "Page number"
},
"interval": {
"type": "string",
"description": "Interval string; format is ISO-8601. Separate start and end times with forward slash '/'"
},
"expand": {
"type": "array",
"description": "Which fields, if any, to expand."
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_conversations\_email
Get email conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | -------------- |
| `conversationId` | string | Yes | — | conversationId |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversationId"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversations\_emails
Get the logged-in user's active conversations and their Email participants state.
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_get\_conversations\_message
Get message conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | -------------- |
| `conversationId` | string | Yes | — | conversationId |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversationId"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_get\_conversations\_messages
Get the logged-in user's active conversations and their Message participants state.
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_patch\_call
Update a conversation by setting its recording state, merging in other conversations to create a conference, or disconnecting all of the participants
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------- | --------- | -------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `address` | string | No | — | The address of the conversation as seen from an external participant. For phone calls this will be the DNIS for inbound calls and the ANI for outbound calls. For other media types this will be the address of the destination participant for inbound and the address of the initiating participant for outbound. |
| `conversationIds` | string\[] | No | — | A list of conversations to merge into this conversation to create a conference. This field is null except when being used to create a conference. |
| `divisions` | object\[] | No | — | Identifiers of divisions associated with this conversation |
| `endTime` | string | No | — | The time when the conversation ended. This will be the time when the last participant left the conversation, or null when the conversation is still active. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `externalTag` | string | No | — | The external tag associated with the conversation. |
| `id` | string | No | — | The globally unique identifier for the object. |
| `inactivityTimeout` | string | No | — | The time in the future, after which this conversation would be considered inactive. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `maxParticipants` | integer | No | — | If this is a conference conversation, then this field indicates the maximum number of participants allowed to participant in the conference. |
| `name` | string | No | — | The name value |
| `participants` | object\[] | Yes | — | The list of all participants in the conversation. |
| `recentTransfers` | object\[] | No | — | The list of the most recent 20 transfer commands applied to this conversation. |
| `recordingState` | string | No | — | On update, 'paused' initiates a secure pause, 'active' resumes any paused recordings; otherwise indicates state of conversation recording. |
| `securePause` | boolean | No | — | True when the recording of this conversation is in secure pause status. |
| `selfUri` | string | No | — | The URI for this object |
| `startTime` | string | Yes | — | The time when the conversation started. This will be the time when the first participant joined the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | On update, 'disconnected' will disconnect the conversation. No other values are valid. When reading conversations, this field will never have a value present. |
| `utilizationLabelId` | string | No | — | An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"address": {
"type": "string",
"description": "The address of the conversation as seen from an external participant. For phone calls this will be the DNIS for inbound calls and the ANI for outbound calls. For other media types this will be the address of the destination participant for inbound and the address of the initiating participant for outbound."
},
"conversationIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of conversations to merge into this conversation to create a conference. This field is null except when being used to create a conference."
},
"divisions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"division": {
"type": "object",
"description": "The division value"
},
"entities": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string"
},
"name": {
"type": "string"
},
"selfUri": {
"type": "string"
},
"dateDivisionUpdated": {
"type": "string",
"description": "The time the entity division was last updated. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The entities on the conversation within the division. These are the users, queues, work flows, etc. that can be on conversations and and be assigned to different divisions."
}
}
},
"description": "Identifiers of divisions associated with this conversation"
},
"endTime": {
"type": "string",
"description": "The time when the conversation ended. This will be the time when the last participant left the conversation, or null when the conversation is still active. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"externalTag": {
"type": "string",
"description": "The external tag associated with the conversation."
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"inactivityTimeout": {
"type": "string",
"description": "The time in the future, after which this conversation would be considered inactive. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"maxParticipants": {
"type": "integer",
"description": "If this is a conference conversation, then this field indicates the maximum number of participants allowed to participant in the conference."
},
"name": {
"type": "string",
"description": "The name value"
},
"participants": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "A globally unique identifier for this conversation."
},
"startTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant joined the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"endTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant was connected to the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"name": {
"type": "string",
"description": "A human readable name identifying the participant."
},
"userUri": {
"type": "string",
"description": "If this participant represents a user, then this will be an URI that can be used to fetch the user."
},
"userId": {
"type": "string",
"description": "If this participant represents a user, then this will be the globally unique identifier for the user."
},
"externalContactId": {
"type": "string",
"description": "If this participant represents an external contact, then this will be the globally unique identifier for the external contact."
},
"externalContactInitialDivisionId": {
"type": "string",
"description": "If this participant represents an external contact, then this will be the initial division for the external contact. This value will not be updated if the external contact is reassigned."
},
"externalOrganizationId": {
"type": "string",
"description": "If this participant represents an external org, then this will be the globally unique identifier for the external org."
},
"queueId": {
"type": "string",
"description": "If present, the queue id that the communication channel came in on."
},
"groupId": {
"type": "string",
"description": "If present, group of users the participant represents."
},
"teamId": {
"type": "string",
"description": "The team id that this participant is a member of when added to the conversation."
},
"queueName": {
"type": "string",
"description": "If present, the queue name that the communication channel came in on."
},
"purpose": {
"type": "string",
"description": "A well known string that specifies the purpose of this participant."
},
"participantType": {
"type": "string",
"description": "A well known string that specifies the type of this participant."
},
"consultParticipantId": {
"type": "string",
"description": "If this participant is part of a consult transfer, then this will be the participant id of the participant being transferred."
},
"address": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"ani": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"aniName": {
"type": "string",
"description": "The ani-based name for this participant."
},
"dnis": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"locale": {
"type": "string",
"description": "An ISO 639 language code specifying the locale for this participant"
},
"wrapupRequired": {
"type": "boolean",
"description": "True iff this participant is required to enter wrapup for this conversation."
},
"wrapupPrompt": {
"type": "string",
"enum": [
"mandatory",
"optional",
"agentRequested",
"timeout",
"forcedTimeout"
],
"description": "This field controls how the UI prompts the agent for a wrapup."
},
"wrapupTimeoutMs": {
"type": "integer",
"format": "int32",
"description": "Specifies how long a timed ACW session will last."
},
"wrapupSkipped": {
"type": "boolean",
"description": "The UI sets this field when the agent chooses to skip entering a wrapup for this participant."
},
"wrapup": {
"type": "object",
"description": "The wrapup value"
},
"mediaRoles": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of roles this participant's media has had on the conversation, ie monitor, coach, etc."
},
"conversationRoutingData": {
"type": "object",
"description": "Conversation Routing Data"
},
"alertingTimeoutMs": {
"type": "integer",
"format": "int32",
"description": "Specifies how long the agent has to answer an interaction before being marked as not responding."
},
"monitoredParticipantId": {
"type": "string",
"description": "If this participant is a monitor, then this will be the id of the participant that is being monitored."
},
"coachedParticipantId": {
"type": "string",
"description": "If this participant is a coach, then this will be the id of the participant that is being coached."
},
"attributes": {
"type": "object",
"description": "Additional participant attributes"
},
"calls": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"direction": {
"type": "string",
"description": "The direction of the call"
},
"recording": {
"type": "boolean",
"description": "True if this call is being recorded."
},
"recordingState": {
"type": "string",
"description": "State of recording on this call."
},
"recordersState": {
"type": "object"
},
"muted": {
"type": "boolean",
"description": "True if this call is muted so that remote participants can't hear any audio from this end."
},
"confined": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears hold music."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"securePause": {
"type": "boolean",
"description": "True when the recording of this call is in secure pause status."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this call."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the call was placed on hold in the cloud clock if the call is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"documentId": {
"type": "string",
"description": "If call is an outbound fax of a document from content management, then this is the id in content management."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectReasons": {
"type": "array",
"description": "List of reasons that this call was disconnected. This will be set once the call disconnects."
},
"faxStatus": {
"type": "object"
},
"provider": {
"type": "string",
"description": "The source provider for the call."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"uuiData": {
"type": "string",
"description": "User to User Information (UUI) data managed by SIP session application."
},
"self": {
"type": "object"
},
"other": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"agentAssistantId": {
"type": "string",
"description": "UUID of virtual agent assistant that provide suggestions to the agent participant during the conversation."
},
"transferSource": {
"type": "string",
"description": "Indicates how call reaches the agent."
},
"queueMediaSettings": {
"type": "object"
},
"disposition": {
"type": "object"
}
}
},
"description": "The calls value"
},
"callbacks": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's callback, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the call"
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the callback was placed on hold in the cloud clock if the callback is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dialerPreview": {
"type": "object"
},
"voicemail": {
"type": "object"
},
"callbackNumbers": {
"type": "array",
"description": "The phone number(s) to use to place the callback."
},
"callbackUserName": {
"type": "string",
"description": "The name of the user requesting a callback."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"externalCampaign": {
"type": "boolean",
"description": "True if the call for the callback uses external dialing."
},
"skipEnabled": {
"type": "boolean",
"description": "True if the ability to skip a callback should be enabled."
},
"timeoutSeconds": {
"type": "integer",
"description": "The number of seconds before the system automatically places a call for a callback. 0 means the automatic placement is disabled."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"callbackScheduledTime": {
"type": "string",
"description": "The timestamp when this communication is scheduled in the provider clock. If this value is missing it indicates the callback will be placed immediately. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"automatedCallbackConfigId": {
"type": "string",
"description": "The id of the config for automatically placing the callback (and handling the disposition). If null, the callback will not be placed automatically but routed to an agent as per normal."
},
"provider": {
"type": "string",
"description": "The source provider for the callback."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"callerId": {
"type": "string",
"description": "The phone number displayed to recipients of the phone call. The value should conform to the E164 format."
},
"callerIdName": {
"type": "string",
"description": "The name displayed to recipients of the phone call."
},
"queueMediaSettings": {
"type": "object"
}
}
},
"description": "The callbacks value"
},
"chats": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"roomId": {
"type": "string",
"description": "The room id for the chat."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this chat."
},
"segments": {
"type": "array",
"description": "The time line of the participant's chat, divided into activity segments."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"direction": {
"type": "string",
"description": "The direction of the chat"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the chat was placed on hold in the cloud clock if the chat is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the email."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"avatarImageUrl": {
"type": "string",
"description": "If available, the URI to the avatar image of this communication."
},
"journeyContext": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"queueMediaSettings": {
"type": "object"
}
}
},
"description": "The chats value"
},
"cobrowsesessions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"self": {
"type": "object"
},
"cobrowseSessionId": {
"type": "string",
"description": "The co-browse session ID."
},
"cobrowseRole": {
"type": "string",
"description": "This value identifies the role of the co-browse client within the co-browse session (a client is a sharer or a viewer)."
},
"controlling": {
"type": "array",
"description": "ID of co-browse participants for which this client has been granted control (list is empty if this client cannot control any shared pages)."
},
"viewerUrl": {
"type": "string",
"description": "The URL that can be used to open co-browse session in web browser."
},
"providerEventTime": {
"type": "string",
"description": "The time when the provider event which triggered this conversation update happened in the corrected provider clock (milliseconds since 1970-01-01 00:00:00 UTC). Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the co-browse session."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The cobrowsesessions value"
},
"emails": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"subject": {
"type": "string",
"description": "The subject for the initial email that started this conversation."
},
"messagesSent": {
"type": "integer",
"description": "The number of email messages sent by this participant."
},
"segments": {
"type": "array",
"description": "The time line of the participant's email, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the email"
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this call."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the email was placed on hold in the cloud clock if the email is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"autoGenerated": {
"type": "boolean",
"description": "Indicates that the email was auto-generated like an Out of Office reply."
},
"provider": {
"type": "string",
"description": "The source provider for the email."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"messageId": {
"type": "string",
"description": "A globally unique identifier for the stored content of this communication."
},
"draftAttachments": {
"type": "array",
"description": "A list of uploaded attachments on the email draft."
},
"spam": {
"type": "boolean",
"description": "Indicates if the inbound email was marked as spam."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"queueMediaSettings": {
"type": "object"
},
"parkTime": {
"type": "string",
"description": "Represents the time when an email was put into parked state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The emails value"
},
"messages": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"segments": {
"type": "array",
"description": "The time line of the participant's message, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the message."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this message."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the message was placed on hold in the cloud clock if the message is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the message."
},
"authenticated": {
"type": "boolean",
"description": "If true, the participant member is authenticated."
},
"type": {
"type": "string",
"description": "Indicates the type of message platform from which the message originated."
},
"recipientCountry": {
"type": "string",
"description": "Indicates the country where the recipient is associated in ISO 3166-1 alpha-2 format."
},
"recipientType": {
"type": "string",
"description": "The type of the recipient. Eg: Provisioned phoneNumber is the recipient for sms message type."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"toAddress": {
"type": "object"
},
"fromAddress": {
"type": "object"
},
"messages": {
"type": "array",
"description": "The messages sent on this communication channel."
},
"journeyContext": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"agentAssistantId": {
"type": "string",
"description": "UUID of virtual agent assistant that provide suggestions to the agent participant during the conversation."
},
"byoSmsIntegrationId": {
"type": "string",
"description": "The internal id representing the customer supplied sms integration message."
},
"queueMediaSettings": {
"type": "object"
},
"engagementSource": {
"type": "string"
},
"resumeTime": {
"type": "string",
"description": "Represents the time when a parked message will resume. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"parkTime": {
"type": "string",
"description": "Represents the time when an message was put into parked state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The messages value"
},
"internalMessages": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's internal message, divided into activity segments."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the message."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"targetUserId": {
"type": "string",
"description": "The user ID for the participant on receiving side of the internal message conversation."
},
"sourceUserId": {
"type": "string",
"description": "The user ID for the participant on sending side of the internal message conversation."
},
"toAddress": {
"type": "object"
},
"fromAddress": {
"type": "object"
},
"messages": {
"type": "array",
"description": "The messages sent on this communication channel."
}
}
},
"description": "Internal Messages"
},
"screenMonitorings": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's Screen Monitoring media, divided into activity segments."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"provider": {
"type": "string",
"description": "The source provider of Screen Monitoring media."
},
"targetUser": {
"type": "object"
},
"screenMonitoring": {
"type": "object"
},
"monitoringType": {
"type": "string",
"description": "The screen monitoring type."
},
"count": {
"type": "integer",
"description": "Number of Screen Monitoring sessions the targetUserId is involved in."
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "Screen Monitorings"
},
"screenshares": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"context": {
"type": "string",
"description": "The room id context (xmpp jid) for the conference session."
},
"sharing": {
"type": "boolean",
"description": "Indicates whether this participant is sharing their screen."
},
"peerCount": {
"type": "integer",
"description": "The number of peer participants from the perspective of the participant in the conference."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the screen share."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The screenshares value"
},
"socialExpressions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"socialMediaId": {
"type": "string",
"description": "A globally unique identifier for the social media."
},
"socialMediaHub": {
"type": "string",
"description": "The social network of the communication"
},
"socialUserName": {
"type": "string",
"description": "The user name for the communication."
},
"previewText": {
"type": "string",
"description": "The text preview of the communication contents"
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this chat."
},
"segments": {
"type": "array",
"description": "The time line of the participant's chat, divided into activity segments."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the chat was placed on hold in the cloud clock if the chat is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the social expression."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "Social Expressions"
},
"videos": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"context": {
"type": "string",
"description": "The room id context (xmpp jid) for the conference session."
},
"audioMuted": {
"type": "boolean",
"description": "Indicates whether this participant has muted their outgoing audio."
},
"videoMuted": {
"type": "boolean",
"description": "Indicates whether this participant has muted/paused their outgoing video."
},
"sharingScreen": {
"type": "boolean",
"description": "Indicates whether this participant is sharing their screen to the session."
},
"peerCount": {
"type": "integer",
"description": "The number of peer participants from the perspective of the participant in the conference."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the video."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"msids": {
"type": "array",
"description": "List of media stream ids"
},
"self": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The videos value"
},
"evaluations": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string"
},
"conversation": {
"type": "object"
},
"evaluationForm": {
"type": "object"
},
"evaluator": {
"type": "object"
},
"agent": {
"type": "object"
},
"calibration": {
"type": "object"
},
"status": {
"type": "string"
},
"answers": {
"type": "object"
},
"agentHasRead": {
"type": "boolean"
},
"assignee": {
"type": "object"
},
"assigneeApplicable": {
"type": "boolean",
"description": "Indicates whether an assignee is applicable for the evaluation. Set to false when assignee is not applicable."
},
"releaseDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"assignedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"createdDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"changedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"submittedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"revisionCreatedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"queue": {
"type": "object"
},
"mediaType": {
"type": "array",
"description": "List of different communication types used in conversation."
},
"divisionIds": {
"type": "array",
"description": "Evaluation is assigned in the following division(s)."
},
"rescore": {
"type": "boolean",
"description": "Is only true when evaluation is re-scored."
},
"conversationDate": {
"type": "string",
"description": "Creation date of the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"conversationEndDate": {
"type": "string",
"description": "End date of conversation if it had completed before evaluation creation. Null if created before the conversation ended. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"neverRelease": {
"type": "boolean",
"description": "Signifies if the evaluation is never to be released. This cannot be set true if release date is also set."
},
"assigned": {
"type": "boolean",
"description": "Set to false to unassign the evaluation. This cannot be set to false when assignee is also set."
},
"dateAssigneeChanged": {
"type": "string",
"description": "Date when the assignee was last changed. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"resourceId": {
"type": "string",
"description": "Only used for email evaluations. Will be null for all other evaluations."
},
"resourceType": {
"type": "string",
"description": "The type of resource. Only used for email evaluations. Will be null for evaluations on all other resources."
},
"redacted": {
"type": "boolean",
"description": "Is only true when the user making the request does not have sufficient permissions to see evaluation"
},
"agentTeam": {
"type": "object"
},
"isScoringIndex": {
"type": "boolean"
},
"authorizedActions": {
"type": "array",
"description": "List of user authorized actions on evaluation. Possible values: assign, edit, editScore, editAgentSignoff, delete, release, viewAudit"
},
"hasAssistanceFailed": {
"type": "boolean",
"description": "Is true when evaluation assistance didn't execute successfully"
},
"evaluationSource": {
"type": "object"
},
"aiScoring": {
"type": "object"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"description": "The evaluations value"
},
"screenRecordingState": {
"type": "string",
"enum": [
"requested",
"active",
"paused",
"stopped",
"error",
"timeout"
],
"description": "The current screen recording state for this participant."
},
"flaggedReason": {
"type": "string",
"enum": [
"general"
],
"description": "The reason specifying why participant flagged the conversation."
},
"startAcwTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant started after-call work. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"endAcwTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant ended after-call work. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"bargedParticipantId": {
"type": "string",
"description": "If this participant barged in a participant's call, then this will be the id of the targeted participant."
}
}
},
"description": "The list of all participants in the conversation."
},
"recentTransfers": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The id of the command."
},
"state": {
"type": "string",
"enum": [
"Pending",
"Active",
"Complete",
"Canceled",
"Failed",
"Timeout",
"Unknown"
],
"description": "The state of the command."
},
"dateIssued": {
"type": "string",
"format": "date-time",
"description": "The date/time that this command was issued. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"initiator": {
"type": "object",
"description": "The initiator value"
},
"modifiedBy": {
"type": "object",
"description": "Modified By"
},
"destination": {
"type": "object",
"description": "The destination value"
},
"transferType": {
"type": "string",
"enum": [
"Attended",
"Unattended"
],
"description": "The type of transfer to perform."
}
}
},
"description": "The list of the most recent 20 transfer commands applied to this conversation."
},
"recordingState": {
"type": "string",
"description": "On update, 'paused' initiates a secure pause, 'active' resumes any paused recordings; otherwise indicates state of conversation recording.",
"enum": [
"ACTIVE",
"PAUSED",
"NONE"
]
},
"securePause": {
"type": "boolean",
"description": "True when the recording of this conversation is in secure pause status."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"startTime": {
"type": "string",
"description": "The time when the conversation started. This will be the time when the first participant joined the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "On update, 'disconnected' will disconnect the conversation. No other values are valid. When reading conversations, this field will never have a value present.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"utilizationLabelId": {
"type": "string",
"description": "An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level"
}
},
"required": [
"PCID",
"conversationId",
"participants",
"startTime"
]
}
```
***
## genesys\_conversations\_patch\_call\_conference
Update a conversation by merging in other conversations to create a conference
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | --------- | -------- | ------- | ------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `conversationIds` | string\[] | No | — | A list of conversations to merge into this conversation to create a conference. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"conversationIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of conversations to merge into this conversation to create a conference."
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_patch\_call\_participant
Update conversation participant
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | ----------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `confined` | boolean | No | — | True to confine this conversation participant. Should only be used for ad-hoc conferences |
| `held` | boolean | No | — | True to hold this conversation participant. |
| `muted` | boolean | No | — | True to mute this conversation participant. |
| `recording` | boolean | No | — | True to enable ad-hoc recording of this participant, otherwise false to disable recording. |
| `resumeTime` | string | No | — | Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'. |
| `wrapup` | object | No | — | The wrapup value |
| `wrapupSkipped` | boolean | No | — | True to skip wrap-up for this participant. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"confined": {
"type": "boolean",
"description": "True to confine this conversation participant. Should only be used for ad-hoc conferences"
},
"held": {
"type": "boolean",
"description": "True to hold this conversation participant."
},
"muted": {
"type": "boolean",
"description": "True to mute this conversation participant."
},
"recording": {
"type": "boolean",
"description": "True to enable ad-hoc recording of this participant, otherwise false to disable recording."
},
"resumeTime": {
"type": "string",
"description": "Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"wrapup": {
"type": "object",
"description": "The wrapup value",
"properties": {
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of tags selected by the agent to describe the call or disposition."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
}
}
},
"wrapupSkipped": {
"type": "boolean",
"description": "True to skip wrap-up for this participant."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_patch\_call\_participant\_attributes
Update the attributes on a conversation participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | ------------------------------------ |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `attributes` | object | No | — | The map of attribute keys to values. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"attributes": {
"type": "object",
"description": "The map of attribute keys to values."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_patch\_call\_participant\_communication
Update conversation participant's communication by disconnecting it. This endpoint does not update wrapup.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------- | -------- | ------- | ----------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `communicationId` | string | Yes | — | Communication Id |
| `confined` | boolean | No | — | True to confine this conversation participant. Should only be used for ad-hoc conferences |
| `held` | boolean | No | — | True to hold this conversation participant. |
| `muted` | boolean | No | — | True to mute this conversation participant. |
| `recording` | boolean | No | — | True to enable ad-hoc recording of this participant, otherwise false to disable recording. |
| `resumeTime` | string | No | — | Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'. |
| `wrapup` | object | No | — | The wrapup value |
| `wrapupSkipped` | boolean | No | — | True to skip wrap-up for this participant. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"confined": {
"type": "boolean",
"description": "True to confine this conversation participant. Should only be used for ad-hoc conferences"
},
"held": {
"type": "boolean",
"description": "True to hold this conversation participant."
},
"muted": {
"type": "boolean",
"description": "True to mute this conversation participant."
},
"recording": {
"type": "boolean",
"description": "True to enable ad-hoc recording of this participant, otherwise false to disable recording."
},
"resumeTime": {
"type": "string",
"description": "Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"wrapup": {
"type": "object",
"description": "The wrapup value",
"properties": {
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of tags selected by the agent to describe the call or disposition."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
}
}
},
"wrapupSkipped": {
"type": "boolean",
"description": "True to skip wrap-up for this participant."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"communicationId"
]
}
```
***
## genesys\_conversations\_patch\_call\_participant\_consult
Change who can speak
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | ------ | -------- | ------- | -------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `consultingUserId` | string | No | — | The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID |
| `speakTo` | string | Yes | — | Determines to whom the initiating participant is speaking. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"consultingUserId": {
"type": "string",
"description": "The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID"
},
"speakTo": {
"type": "string",
"description": "Determines to whom the initiating participant is speaking.",
"enum": [
"DESTINATION",
"OBJECT",
"BOTH",
"CONFERENCE"
]
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"speakTo"
]
}
```
***
## genesys\_conversations\_patch\_call\_participant\_user\_user\_id
Update conversation participant on behalf of a user
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | ----------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `userId` | string | Yes | — | User Id |
| `confined` | boolean | No | — | True to confine this conversation participant. Should only be used for ad-hoc conferences |
| `held` | boolean | No | — | True to hold this conversation participant. |
| `muted` | boolean | No | — | True to mute this conversation participant. |
| `recording` | boolean | No | — | True to enable ad-hoc recording of this participant, otherwise false to disable recording. |
| `resumeTime` | string | No | — | Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'. |
| `wrapup` | object | No | — | The wrapup value |
| `wrapupSkipped` | boolean | No | — | True to skip wrap-up for this participant. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"userId": {
"type": "string",
"description": "User Id"
},
"confined": {
"type": "boolean",
"description": "True to confine this conversation participant. Should only be used for ad-hoc conferences"
},
"held": {
"type": "boolean",
"description": "True to hold this conversation participant."
},
"muted": {
"type": "boolean",
"description": "True to mute this conversation participant."
},
"recording": {
"type": "boolean",
"description": "True to enable ad-hoc recording of this participant, otherwise false to disable recording."
},
"resumeTime": {
"type": "string",
"description": "Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"wrapup": {
"type": "object",
"description": "The wrapup value",
"properties": {
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of tags selected by the agent to describe the call or disposition."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
}
}
},
"wrapupSkipped": {
"type": "boolean",
"description": "True to skip wrap-up for this participant."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"userId"
]
}
```
***
## genesys\_conversations\_patch\_callback
Update a conversation by disconnecting all of the participants
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------- | --------- | -------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `address` | string | No | — | The address of the conversation as seen from an external participant. For phone calls this will be the DNIS for inbound calls and the ANI for outbound calls. For other media types this will be the address of the destination participant for inbound and the address of the initiating participant for outbound. |
| `conversationIds` | string\[] | No | — | A list of conversations to merge into this conversation to create a conference. This field is null except when being used to create a conference. |
| `divisions` | object\[] | No | — | Identifiers of divisions associated with this conversation |
| `endTime` | string | No | — | The time when the conversation ended. This will be the time when the last participant left the conversation, or null when the conversation is still active. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `externalTag` | string | No | — | The external tag associated with the conversation. |
| `id` | string | No | — | The globally unique identifier for the object. |
| `inactivityTimeout` | string | No | — | The time in the future, after which this conversation would be considered inactive. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `maxParticipants` | integer | No | — | If this is a conference conversation, then this field indicates the maximum number of participants allowed to participant in the conference. |
| `name` | string | No | — | The name value |
| `participants` | object\[] | Yes | — | The list of all participants in the conversation. |
| `recentTransfers` | object\[] | No | — | The list of the most recent 20 transfer commands applied to this conversation. |
| `recordingState` | string | No | — | On update, 'paused' initiates a secure pause, 'active' resumes any paused recordings; otherwise indicates state of conversation recording. |
| `securePause` | boolean | No | — | True when the recording of this conversation is in secure pause status. |
| `selfUri` | string | No | — | The URI for this object |
| `startTime` | string | Yes | — | The time when the conversation started. This will be the time when the first participant joined the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | On update, 'disconnected' will disconnect the conversation. No other values are valid. When reading conversations, this field will never have a value present. |
| `utilizationLabelId` | string | No | — | An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"address": {
"type": "string",
"description": "The address of the conversation as seen from an external participant. For phone calls this will be the DNIS for inbound calls and the ANI for outbound calls. For other media types this will be the address of the destination participant for inbound and the address of the initiating participant for outbound."
},
"conversationIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of conversations to merge into this conversation to create a conference. This field is null except when being used to create a conference."
},
"divisions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"division": {
"type": "object",
"description": "The division value"
},
"entities": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string"
},
"name": {
"type": "string"
},
"selfUri": {
"type": "string"
},
"dateDivisionUpdated": {
"type": "string",
"description": "The time the entity division was last updated. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The entities on the conversation within the division. These are the users, queues, work flows, etc. that can be on conversations and and be assigned to different divisions."
}
}
},
"description": "Identifiers of divisions associated with this conversation"
},
"endTime": {
"type": "string",
"description": "The time when the conversation ended. This will be the time when the last participant left the conversation, or null when the conversation is still active. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"externalTag": {
"type": "string",
"description": "The external tag associated with the conversation."
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"inactivityTimeout": {
"type": "string",
"description": "The time in the future, after which this conversation would be considered inactive. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"maxParticipants": {
"type": "integer",
"description": "If this is a conference conversation, then this field indicates the maximum number of participants allowed to participant in the conference."
},
"name": {
"type": "string",
"description": "The name value"
},
"participants": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "A globally unique identifier for this conversation."
},
"startTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant joined the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"endTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant was connected to the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"name": {
"type": "string",
"description": "A human readable name identifying the participant."
},
"userUri": {
"type": "string",
"description": "If this participant represents a user, then this will be an URI that can be used to fetch the user."
},
"userId": {
"type": "string",
"description": "If this participant represents a user, then this will be the globally unique identifier for the user."
},
"externalContactId": {
"type": "string",
"description": "If this participant represents an external contact, then this will be the globally unique identifier for the external contact."
},
"externalContactInitialDivisionId": {
"type": "string",
"description": "If this participant represents an external contact, then this will be the initial division for the external contact. This value will not be updated if the external contact is reassigned."
},
"externalOrganizationId": {
"type": "string",
"description": "If this participant represents an external org, then this will be the globally unique identifier for the external org."
},
"queueId": {
"type": "string",
"description": "If present, the queue id that the communication channel came in on."
},
"groupId": {
"type": "string",
"description": "If present, group of users the participant represents."
},
"teamId": {
"type": "string",
"description": "The team id that this participant is a member of when added to the conversation."
},
"queueName": {
"type": "string",
"description": "If present, the queue name that the communication channel came in on."
},
"purpose": {
"type": "string",
"description": "A well known string that specifies the purpose of this participant."
},
"participantType": {
"type": "string",
"description": "A well known string that specifies the type of this participant."
},
"consultParticipantId": {
"type": "string",
"description": "If this participant is part of a consult transfer, then this will be the participant id of the participant being transferred."
},
"address": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"ani": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"aniName": {
"type": "string",
"description": "The ani-based name for this participant."
},
"dnis": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"locale": {
"type": "string",
"description": "An ISO 639 language code specifying the locale for this participant"
},
"wrapupRequired": {
"type": "boolean",
"description": "True iff this participant is required to enter wrapup for this conversation."
},
"wrapupPrompt": {
"type": "string",
"enum": [
"mandatory",
"optional",
"agentRequested",
"timeout",
"forcedTimeout"
],
"description": "This field controls how the UI prompts the agent for a wrapup."
},
"wrapupTimeoutMs": {
"type": "integer",
"format": "int32",
"description": "Specifies how long a timed ACW session will last."
},
"wrapupSkipped": {
"type": "boolean",
"description": "The UI sets this field when the agent chooses to skip entering a wrapup for this participant."
},
"wrapup": {
"type": "object",
"description": "The wrapup value"
},
"mediaRoles": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of roles this participant's media has had on the conversation, ie monitor, coach, etc."
},
"conversationRoutingData": {
"type": "object",
"description": "Conversation Routing Data"
},
"alertingTimeoutMs": {
"type": "integer",
"format": "int32",
"description": "Specifies how long the agent has to answer an interaction before being marked as not responding."
},
"monitoredParticipantId": {
"type": "string",
"description": "If this participant is a monitor, then this will be the id of the participant that is being monitored."
},
"coachedParticipantId": {
"type": "string",
"description": "If this participant is a coach, then this will be the id of the participant that is being coached."
},
"attributes": {
"type": "object",
"description": "Additional participant attributes"
},
"calls": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"direction": {
"type": "string",
"description": "The direction of the call"
},
"recording": {
"type": "boolean",
"description": "True if this call is being recorded."
},
"recordingState": {
"type": "string",
"description": "State of recording on this call."
},
"recordersState": {
"type": "object"
},
"muted": {
"type": "boolean",
"description": "True if this call is muted so that remote participants can't hear any audio from this end."
},
"confined": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears hold music."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"securePause": {
"type": "boolean",
"description": "True when the recording of this call is in secure pause status."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this call."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the call was placed on hold in the cloud clock if the call is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"documentId": {
"type": "string",
"description": "If call is an outbound fax of a document from content management, then this is the id in content management."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectReasons": {
"type": "array",
"description": "List of reasons that this call was disconnected. This will be set once the call disconnects."
},
"faxStatus": {
"type": "object"
},
"provider": {
"type": "string",
"description": "The source provider for the call."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"uuiData": {
"type": "string",
"description": "User to User Information (UUI) data managed by SIP session application."
},
"self": {
"type": "object"
},
"other": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"agentAssistantId": {
"type": "string",
"description": "UUID of virtual agent assistant that provide suggestions to the agent participant during the conversation."
},
"transferSource": {
"type": "string",
"description": "Indicates how call reaches the agent."
},
"queueMediaSettings": {
"type": "object"
},
"disposition": {
"type": "object"
}
}
},
"description": "The calls value"
},
"callbacks": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's callback, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the call"
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the callback was placed on hold in the cloud clock if the callback is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dialerPreview": {
"type": "object"
},
"voicemail": {
"type": "object"
},
"callbackNumbers": {
"type": "array",
"description": "The phone number(s) to use to place the callback."
},
"callbackUserName": {
"type": "string",
"description": "The name of the user requesting a callback."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"externalCampaign": {
"type": "boolean",
"description": "True if the call for the callback uses external dialing."
},
"skipEnabled": {
"type": "boolean",
"description": "True if the ability to skip a callback should be enabled."
},
"timeoutSeconds": {
"type": "integer",
"description": "The number of seconds before the system automatically places a call for a callback. 0 means the automatic placement is disabled."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"callbackScheduledTime": {
"type": "string",
"description": "The timestamp when this communication is scheduled in the provider clock. If this value is missing it indicates the callback will be placed immediately. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"automatedCallbackConfigId": {
"type": "string",
"description": "The id of the config for automatically placing the callback (and handling the disposition). If null, the callback will not be placed automatically but routed to an agent as per normal."
},
"provider": {
"type": "string",
"description": "The source provider for the callback."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"callerId": {
"type": "string",
"description": "The phone number displayed to recipients of the phone call. The value should conform to the E164 format."
},
"callerIdName": {
"type": "string",
"description": "The name displayed to recipients of the phone call."
},
"queueMediaSettings": {
"type": "object"
}
}
},
"description": "The callbacks value"
},
"chats": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"roomId": {
"type": "string",
"description": "The room id for the chat."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this chat."
},
"segments": {
"type": "array",
"description": "The time line of the participant's chat, divided into activity segments."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"direction": {
"type": "string",
"description": "The direction of the chat"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the chat was placed on hold in the cloud clock if the chat is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the email."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"avatarImageUrl": {
"type": "string",
"description": "If available, the URI to the avatar image of this communication."
},
"journeyContext": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"queueMediaSettings": {
"type": "object"
}
}
},
"description": "The chats value"
},
"cobrowsesessions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"self": {
"type": "object"
},
"cobrowseSessionId": {
"type": "string",
"description": "The co-browse session ID."
},
"cobrowseRole": {
"type": "string",
"description": "This value identifies the role of the co-browse client within the co-browse session (a client is a sharer or a viewer)."
},
"controlling": {
"type": "array",
"description": "ID of co-browse participants for which this client has been granted control (list is empty if this client cannot control any shared pages)."
},
"viewerUrl": {
"type": "string",
"description": "The URL that can be used to open co-browse session in web browser."
},
"providerEventTime": {
"type": "string",
"description": "The time when the provider event which triggered this conversation update happened in the corrected provider clock (milliseconds since 1970-01-01 00:00:00 UTC). Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the co-browse session."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The cobrowsesessions value"
},
"emails": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"subject": {
"type": "string",
"description": "The subject for the initial email that started this conversation."
},
"messagesSent": {
"type": "integer",
"description": "The number of email messages sent by this participant."
},
"segments": {
"type": "array",
"description": "The time line of the participant's email, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the email"
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this call."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the email was placed on hold in the cloud clock if the email is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"autoGenerated": {
"type": "boolean",
"description": "Indicates that the email was auto-generated like an Out of Office reply."
},
"provider": {
"type": "string",
"description": "The source provider for the email."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"messageId": {
"type": "string",
"description": "A globally unique identifier for the stored content of this communication."
},
"draftAttachments": {
"type": "array",
"description": "A list of uploaded attachments on the email draft."
},
"spam": {
"type": "boolean",
"description": "Indicates if the inbound email was marked as spam."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"queueMediaSettings": {
"type": "object"
},
"parkTime": {
"type": "string",
"description": "Represents the time when an email was put into parked state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The emails value"
},
"messages": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"segments": {
"type": "array",
"description": "The time line of the participant's message, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the message."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this message."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the message was placed on hold in the cloud clock if the message is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the message."
},
"authenticated": {
"type": "boolean",
"description": "If true, the participant member is authenticated."
},
"type": {
"type": "string",
"description": "Indicates the type of message platform from which the message originated."
},
"recipientCountry": {
"type": "string",
"description": "Indicates the country where the recipient is associated in ISO 3166-1 alpha-2 format."
},
"recipientType": {
"type": "string",
"description": "The type of the recipient. Eg: Provisioned phoneNumber is the recipient for sms message type."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"toAddress": {
"type": "object"
},
"fromAddress": {
"type": "object"
},
"messages": {
"type": "array",
"description": "The messages sent on this communication channel."
},
"journeyContext": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"agentAssistantId": {
"type": "string",
"description": "UUID of virtual agent assistant that provide suggestions to the agent participant during the conversation."
},
"byoSmsIntegrationId": {
"type": "string",
"description": "The internal id representing the customer supplied sms integration message."
},
"queueMediaSettings": {
"type": "object"
},
"engagementSource": {
"type": "string"
},
"resumeTime": {
"type": "string",
"description": "Represents the time when a parked message will resume. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"parkTime": {
"type": "string",
"description": "Represents the time when an message was put into parked state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The messages value"
},
"internalMessages": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's internal message, divided into activity segments."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the message."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"targetUserId": {
"type": "string",
"description": "The user ID for the participant on receiving side of the internal message conversation."
},
"sourceUserId": {
"type": "string",
"description": "The user ID for the participant on sending side of the internal message conversation."
},
"toAddress": {
"type": "object"
},
"fromAddress": {
"type": "object"
},
"messages": {
"type": "array",
"description": "The messages sent on this communication channel."
}
}
},
"description": "Internal Messages"
},
"screenMonitorings": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's Screen Monitoring media, divided into activity segments."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"provider": {
"type": "string",
"description": "The source provider of Screen Monitoring media."
},
"targetUser": {
"type": "object"
},
"screenMonitoring": {
"type": "object"
},
"monitoringType": {
"type": "string",
"description": "The screen monitoring type."
},
"count": {
"type": "integer",
"description": "Number of Screen Monitoring sessions the targetUserId is involved in."
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "Screen Monitorings"
},
"screenshares": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"context": {
"type": "string",
"description": "The room id context (xmpp jid) for the conference session."
},
"sharing": {
"type": "boolean",
"description": "Indicates whether this participant is sharing their screen."
},
"peerCount": {
"type": "integer",
"description": "The number of peer participants from the perspective of the participant in the conference."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the screen share."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The screenshares value"
},
"socialExpressions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"socialMediaId": {
"type": "string",
"description": "A globally unique identifier for the social media."
},
"socialMediaHub": {
"type": "string",
"description": "The social network of the communication"
},
"socialUserName": {
"type": "string",
"description": "The user name for the communication."
},
"previewText": {
"type": "string",
"description": "The text preview of the communication contents"
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this chat."
},
"segments": {
"type": "array",
"description": "The time line of the participant's chat, divided into activity segments."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the chat was placed on hold in the cloud clock if the chat is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the social expression."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "Social Expressions"
},
"videos": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"context": {
"type": "string",
"description": "The room id context (xmpp jid) for the conference session."
},
"audioMuted": {
"type": "boolean",
"description": "Indicates whether this participant has muted their outgoing audio."
},
"videoMuted": {
"type": "boolean",
"description": "Indicates whether this participant has muted/paused their outgoing video."
},
"sharingScreen": {
"type": "boolean",
"description": "Indicates whether this participant is sharing their screen to the session."
},
"peerCount": {
"type": "integer",
"description": "The number of peer participants from the perspective of the participant in the conference."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the video."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"msids": {
"type": "array",
"description": "List of media stream ids"
},
"self": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The videos value"
},
"evaluations": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string"
},
"conversation": {
"type": "object"
},
"evaluationForm": {
"type": "object"
},
"evaluator": {
"type": "object"
},
"agent": {
"type": "object"
},
"calibration": {
"type": "object"
},
"status": {
"type": "string"
},
"answers": {
"type": "object"
},
"agentHasRead": {
"type": "boolean"
},
"assignee": {
"type": "object"
},
"assigneeApplicable": {
"type": "boolean",
"description": "Indicates whether an assignee is applicable for the evaluation. Set to false when assignee is not applicable."
},
"releaseDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"assignedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"createdDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"changedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"submittedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"revisionCreatedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"queue": {
"type": "object"
},
"mediaType": {
"type": "array",
"description": "List of different communication types used in conversation."
},
"divisionIds": {
"type": "array",
"description": "Evaluation is assigned in the following division(s)."
},
"rescore": {
"type": "boolean",
"description": "Is only true when evaluation is re-scored."
},
"conversationDate": {
"type": "string",
"description": "Creation date of the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"conversationEndDate": {
"type": "string",
"description": "End date of conversation if it had completed before evaluation creation. Null if created before the conversation ended. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"neverRelease": {
"type": "boolean",
"description": "Signifies if the evaluation is never to be released. This cannot be set true if release date is also set."
},
"assigned": {
"type": "boolean",
"description": "Set to false to unassign the evaluation. This cannot be set to false when assignee is also set."
},
"dateAssigneeChanged": {
"type": "string",
"description": "Date when the assignee was last changed. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"resourceId": {
"type": "string",
"description": "Only used for email evaluations. Will be null for all other evaluations."
},
"resourceType": {
"type": "string",
"description": "The type of resource. Only used for email evaluations. Will be null for evaluations on all other resources."
},
"redacted": {
"type": "boolean",
"description": "Is only true when the user making the request does not have sufficient permissions to see evaluation"
},
"agentTeam": {
"type": "object"
},
"isScoringIndex": {
"type": "boolean"
},
"authorizedActions": {
"type": "array",
"description": "List of user authorized actions on evaluation. Possible values: assign, edit, editScore, editAgentSignoff, delete, release, viewAudit"
},
"hasAssistanceFailed": {
"type": "boolean",
"description": "Is true when evaluation assistance didn't execute successfully"
},
"evaluationSource": {
"type": "object"
},
"aiScoring": {
"type": "object"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"description": "The evaluations value"
},
"screenRecordingState": {
"type": "string",
"enum": [
"requested",
"active",
"paused",
"stopped",
"error",
"timeout"
],
"description": "The current screen recording state for this participant."
},
"flaggedReason": {
"type": "string",
"enum": [
"general"
],
"description": "The reason specifying why participant flagged the conversation."
},
"startAcwTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant started after-call work. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"endAcwTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant ended after-call work. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"bargedParticipantId": {
"type": "string",
"description": "If this participant barged in a participant's call, then this will be the id of the targeted participant."
}
}
},
"description": "The list of all participants in the conversation."
},
"recentTransfers": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The id of the command."
},
"state": {
"type": "string",
"enum": [
"Pending",
"Active",
"Complete",
"Canceled",
"Failed",
"Timeout",
"Unknown"
],
"description": "The state of the command."
},
"dateIssued": {
"type": "string",
"format": "date-time",
"description": "The date/time that this command was issued. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"initiator": {
"type": "object",
"description": "The initiator value"
},
"modifiedBy": {
"type": "object",
"description": "Modified By"
},
"destination": {
"type": "object",
"description": "The destination value"
},
"transferType": {
"type": "string",
"enum": [
"Attended",
"Unattended"
],
"description": "The type of transfer to perform."
}
}
},
"description": "The list of the most recent 20 transfer commands applied to this conversation."
},
"recordingState": {
"type": "string",
"description": "On update, 'paused' initiates a secure pause, 'active' resumes any paused recordings; otherwise indicates state of conversation recording.",
"enum": [
"ACTIVE",
"PAUSED",
"NONE"
]
},
"securePause": {
"type": "boolean",
"description": "True when the recording of this conversation is in secure pause status."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"startTime": {
"type": "string",
"description": "The time when the conversation started. This will be the time when the first participant joined the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "On update, 'disconnected' will disconnect the conversation. No other values are valid. When reading conversations, this field will never have a value present.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"utilizationLabelId": {
"type": "string",
"description": "An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level"
}
},
"required": [
"PCID",
"conversationId",
"participants",
"startTime"
]
}
```
***
## genesys\_conversations\_patch\_callback\_participant
Update conversation participant
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | ----------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `confined` | boolean | No | — | True to confine this conversation participant. Should only be used for ad-hoc conferences |
| `held` | boolean | No | — | True to hold this conversation participant. |
| `muted` | boolean | No | — | True to mute this conversation participant. |
| `recording` | boolean | No | — | True to enable ad-hoc recording of this participant, otherwise false to disable recording. |
| `resumeTime` | string | No | — | Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'. |
| `wrapup` | object | No | — | The wrapup value |
| `wrapupSkipped` | boolean | No | — | True to skip wrap-up for this participant. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"confined": {
"type": "boolean",
"description": "True to confine this conversation participant. Should only be used for ad-hoc conferences"
},
"held": {
"type": "boolean",
"description": "True to hold this conversation participant."
},
"muted": {
"type": "boolean",
"description": "True to mute this conversation participant."
},
"recording": {
"type": "boolean",
"description": "True to enable ad-hoc recording of this participant, otherwise false to disable recording."
},
"resumeTime": {
"type": "string",
"description": "Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"wrapup": {
"type": "object",
"description": "The wrapup value",
"properties": {
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of tags selected by the agent to describe the call or disposition."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
}
}
},
"wrapupSkipped": {
"type": "boolean",
"description": "True to skip wrap-up for this participant."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_patch\_callback\_participant\_attributes
Update the attributes on a conversation participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | ------------------------------------ |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `attributes` | object | No | — | The map of attribute keys to values. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"attributes": {
"type": "object",
"description": "The map of attribute keys to values."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_patch\_callback\_participant\_communication
Update conversation participant's communication by disconnecting it.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------- | -------- | ------- | ----------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `communicationId` | string | Yes | — | Communication Id |
| `confined` | boolean | No | — | True to confine this conversation participant. Should only be used for ad-hoc conferences |
| `held` | boolean | No | — | True to hold this conversation participant. |
| `muted` | boolean | No | — | True to mute this conversation participant. |
| `recording` | boolean | No | — | True to enable ad-hoc recording of this participant, otherwise false to disable recording. |
| `resumeTime` | string | No | — | Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'. |
| `wrapup` | object | No | — | The wrapup value |
| `wrapupSkipped` | boolean | No | — | True to skip wrap-up for this participant. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"confined": {
"type": "boolean",
"description": "True to confine this conversation participant. Should only be used for ad-hoc conferences"
},
"held": {
"type": "boolean",
"description": "True to hold this conversation participant."
},
"muted": {
"type": "boolean",
"description": "True to mute this conversation participant."
},
"recording": {
"type": "boolean",
"description": "True to enable ad-hoc recording of this participant, otherwise false to disable recording."
},
"resumeTime": {
"type": "string",
"description": "Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"wrapup": {
"type": "object",
"description": "The wrapup value",
"properties": {
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of tags selected by the agent to describe the call or disposition."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
}
}
},
"wrapupSkipped": {
"type": "boolean",
"description": "True to skip wrap-up for this participant."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"communicationId"
]
}
```
***
## genesys\_conversations\_patch\_callbacks
Update a scheduled callback
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------------------------- | --------- | -------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| `agentId` | string | Yes | — | The agentId. |
| `callbackNumbers` | string\[] | No | — | The callbackNumbers |
| `callbackScheduledTime` | string | No | — | The scheduled date-time for the callback. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `conversationId` | string | Yes | — | The conversationId. |
| `countryCode` | string | No | — | The countryCode |
| `customerFirstCallbackDeliveryMode` | string | No | — | How customer-first callback agent reservation is applied for this callback. useAgentReservation forces reservation on; noAgentReservation forces it off; useQueueSetting uses the queue configuration. |
| `queueId` | string | No | — | The identifier of the queue to be used for the callback. |
| `validateCallbackNumbers` | boolean | No | — | Validate Callback Numbers |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"agentId": {
"type": "string",
"description": "The agentId."
},
"callbackNumbers": {
"type": "array",
"items": {
"type": "string"
},
"description": "The callbackNumbers"
},
"callbackScheduledTime": {
"type": "string",
"description": "The scheduled date-time for the callback. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"conversationId": {
"type": "string",
"description": "The conversationId."
},
"countryCode": {
"type": "string",
"description": "The countryCode"
},
"customerFirstCallbackDeliveryMode": {
"type": "string",
"description": "How customer-first callback agent reservation is applied for this callback. useAgentReservation forces reservation on; noAgentReservation forces it off; useQueueSetting uses the queue configuration.",
"enum": [
"UseQueueSetting",
"UseAgentReservation",
"NoAgentReservation"
]
},
"queueId": {
"type": "string",
"description": "The identifier of the queue to be used for the callback."
},
"validateCallbackNumbers": {
"type": "boolean",
"description": "Validate Callback Numbers"
}
},
"required": [
"PCID",
"agentId",
"conversationId"
]
}
```
***
## genesys\_conversations\_patch\_conversation\_customattributes
Update a single custom attributes record by amending the data with only the provided fields.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | --------- | -------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `customAttributes` | object | Yes | — | The map of attribute values. |
| `divisions` | string\[] | No | — | The list of division ids. Use \[] if divisions aren't used (Unassigned Division). Omitting or setting to \[] clears existing values on update. |
| `id` | string | Yes | — | Unique identifier for the Custom Attributes record. IDs are created by users. |
| `version` | integer | No | — | The latest version of the Custom Attributes record. Optional for concurrency check. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"customAttributes": {
"type": "object",
"description": "The map of attribute values."
},
"divisions": {
"type": "array",
"items": {
"type": "string"
},
"description": "The list of division ids. Use [] if divisions aren't used (Unassigned Division). Omitting or setting to [] clears existing values on update."
},
"id": {
"type": "string",
"description": "Unique identifier for the Custom Attributes record. IDs are created by users."
},
"version": {
"type": "integer",
"description": "The latest version of the Custom Attributes record. Optional for concurrency check."
}
},
"required": [
"PCID",
"conversationId",
"customAttributes",
"id"
]
}
```
***
## genesys\_conversations\_patch\_conversation\_participant
Update a participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | ----------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `confined` | boolean | No | — | True to confine this conversation participant. Should only be used for ad-hoc conferences |
| `held` | boolean | No | — | True to hold this conversation participant. |
| `muted` | boolean | No | — | True to mute this conversation participant. |
| `recording` | boolean | No | — | True to enable ad-hoc recording of this participant, otherwise false to disable recording. |
| `resumeTime` | string | No | — | Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'. |
| `wrapup` | object | No | — | The wrapup value |
| `wrapupSkipped` | boolean | No | — | True to skip wrap-up for this participant. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"confined": {
"type": "boolean",
"description": "True to confine this conversation participant. Should only be used for ad-hoc conferences"
},
"held": {
"type": "boolean",
"description": "True to hold this conversation participant."
},
"muted": {
"type": "boolean",
"description": "True to mute this conversation participant."
},
"recording": {
"type": "boolean",
"description": "True to enable ad-hoc recording of this participant, otherwise false to disable recording."
},
"resumeTime": {
"type": "string",
"description": "Time to resume parked communication. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "The state to update to set for this participant's communications. Possible values are: 'connected' and 'disconnected'.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"wrapup": {
"type": "object",
"description": "The wrapup value",
"properties": {
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of tags selected by the agent to describe the call or disposition."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
}
}
},
"wrapupSkipped": {
"type": "boolean",
"description": "True to skip wrap-up for this participant."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_patch\_conversation\_participant\_attributes
Update the attributes on a conversation participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | ------------------------------------ |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `attributes` | object | No | — | The map of attribute keys to values. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"attributes": {
"type": "object",
"description": "The map of attribute keys to values."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_patch\_conversation\_secureattributes
Update the secure attributes on a conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | ---------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `attributes` | object | No | — | The map of attribute keys to values. |
| `version` | integer | No | — | The version used to detect conflicting updates when using PUT. Not used for PATCH. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"attributes": {
"type": "object",
"description": "The map of attribute keys to values."
},
"version": {
"type": "integer",
"description": "The version used to detect conflicting updates when using PUT. Not used for PATCH."
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_patch\_conversation\_summary\_engagements
Update agent's engagement for the summary.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation ID |
| `summaryId` | string | Yes | — | Summary ID |
| `status` | string | No | — | Represents the engagements made by the agent in response to the generated summary |
| `visibility` | string | No | — | Represents the visibility of summary |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"summaryId": {
"type": "string",
"description": "Summary ID"
},
"status": {
"type": "string",
"description": "Represents the engagements made by the agent in response to the generated summary",
"enum": [
"Copied",
"NotCopied",
"Unknown"
]
},
"visibility": {
"type": "string",
"description": "Represents the visibility of summary",
"enum": [
"Presented",
"NotPresented",
"Unknown"
]
}
},
"required": [
"PCID",
"conversationId",
"summaryId"
]
}
```
***
## genesys\_conversations\_patch\_conversation\_summary\_feedback
Update the feedback for the summary.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | ------------------------------------------------ |
| `conversationId` | string | Yes | — | Conversation ID |
| `summaryId` | string | Yes | — | Summary ID |
| `rating` | string | No | — | Agent’s rating for the system-generated summary. |
| `summary` | string | No | — | Agent's summary for the conversation |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"summaryId": {
"type": "string",
"description": "Summary ID"
},
"rating": {
"type": "string",
"description": "Agent’s rating for the system-generated summary.",
"enum": [
"Positive",
"Negative",
"Unknown"
]
},
"summary": {
"type": "string",
"description": "Agent's summary for the conversation"
}
},
"required": [
"PCID",
"conversationId",
"summaryId"
]
}
```
***
## genesys\_conversations\_patch\_conversation\_utilizationlabel
Update the utilization label on a conversation. When there is no value provided, the system default label is applied
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------- | ------ | -------- | ------- | ------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `utilizationLabelId` | string | No | — | The utilization label associated with the conversation. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"utilizationLabelId": {
"type": "string",
"description": "The utilization label associated with the conversation."
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_post\_analytics\_conversations\_activity\_query
Query for conversation activity observations
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------ | --------- | -------- | ------- | ----------------------------------------------------------------------- |
| `pageSize` | integer | No | — | The desired page size |
| `pageNumber` | integer | No | — | The desired page number |
| `filter` | object | No | — | The filter value |
| `groupBy` | string\[] | Yes | — | Dimension(s) to group by |
| `metrics` | object\[] | Yes | — | List of requested metrics |
| `order` | string | No | — | Sort the result set in ascending/descending order. Default is ascending |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"pageSize": {
"type": "integer",
"description": "The desired page size"
},
"pageNumber": {
"type": "integer",
"description": "The desired page number"
},
"filter": {
"type": "object",
"description": "The filter value",
"properties": {
"type": {
"type": "string",
"description": "Boolean operation to apply to the provided predicates and clauses",
"enum": [
"and",
"or"
]
},
"clauses": {
"type": "array",
"items": {
"type": "object"
},
"description": "Boolean 'and/or' logic with up to two-levels of nesting"
},
"predicates": {
"type": "array",
"items": {
"type": "object"
},
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
},
"required": [
"type"
]
},
"groupBy": {
"type": "array",
"items": {
"type": "string",
"enum": [
"activeRouting",
"addressFrom",
"addressTo",
"agentScore",
"ani",
"conversationId",
"convertedFrom",
"convertedTo",
"direction",
"dnis",
"mediaType",
"participantName",
"queueId",
"requestedLanguageId",
"requestedRouting",
"requestedRoutingSkillId",
"routingPriority",
"scoredAgentId",
"sessionId",
"teamId",
"usedRouting",
"userId"
]
},
"description": "Dimension(s) to group by"
},
"metrics": {
"type": "array",
"items": {
"type": "object",
"properties": {
"metric": {
"type": "string",
"enum": [
"oAlerting",
"oInteracting",
"oLongestInteracting",
"oLongestWaiting",
"oWaiting"
],
"description": "The requested metric"
},
"details": {
"type": "boolean",
"description": "Flag for including observation details for this metric in the response"
}
},
"required": [
"metric"
]
},
"description": "List of requested metrics"
},
"order": {
"type": "string",
"description": "Sort the result set in ascending/descending order. Default is ascending",
"enum": [
"asc",
"desc",
"unordered"
]
}
},
"required": [
"PCID",
"groupBy",
"metrics"
]
}
```
***
## genesys\_conversations\_post\_analytics\_conversations\_aggregates\_query
Query for conversation aggregates
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------------------ | --------- | -------- | ------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `alternateTimeDimension` | string | No | — | Dimension to use as the alternative timestamp for data in the aggregate. Choosing "eventTime" uses the actual time of the data event. |
| `filter` | object | No | — | The filter value |
| `flattenMultivaluedDimensions` | boolean | No | — | Flattens any multivalued dimensions used in response groups (e.g. \['a','b','c']->'a,b,c') |
| `granularity` | string | No | — | Granularity aggregates metrics into subpartitions within the time interval specified. The default granularity is the same duration as the interval. Periods are represented as an ISO-8601 string. For example: P1D or P1DT12H |
| `groupBy` | string\[] | No | — | Behaves like a SQL GROUPBY. Allows for multiple levels of grouping as a list of dimensions. Partitions resulting aggregate computations into distinct named subgroups rather than across the entire result set as if it were one group. |
| `interval` | string | Yes | — | Behaves like one clause in a SQL WHERE. Specifies the date and time range of data being queried. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss |
| `limit` | integer | No | — | How many results you want in an ordered list. Only applicable for topN/bottomN query type. |
| `metrics` | string\[] | Yes | — | Behaves like a SQL SELECT clause. Only named metrics will be retrieved. |
| `queryType` | string | No | — | Query type to use. Use groupBy for all matching results, and topN/bottomN for N results ordered by the sortMetric. Default is groupBy. |
| `sortMetric` | object | No | — | Sort Metric |
| `timeZone` | string | No | — | Time zone context used to calculate response intervals (this allows resolving DST changes). The interval offset is used even when timeZone is specified. Default is UTC. Time zones are represented as a string of the zone name as found in the IANA time zone database. For example: UTC, Etc/UTC, or Europe/London |
| `views` | object\[] | No | — | Custom derived metric views |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"alternateTimeDimension": {
"type": "string",
"description": "Dimension to use as the alternative timestamp for data in the aggregate. Choosing \"eventTime\" uses the actual time of the data event.",
"enum": [
"eventTime"
]
},
"filter": {
"type": "object",
"description": "The filter value",
"properties": {
"type": {
"type": "string",
"description": "Boolean operation to apply to the provided predicates and clauses",
"enum": [
"and",
"or"
]
},
"clauses": {
"type": "array",
"items": {
"type": "object"
},
"description": "Boolean 'and/or' logic with up to two-levels of nesting"
},
"predicates": {
"type": "array",
"items": {
"type": "object"
},
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
},
"required": [
"type"
]
},
"flattenMultivaluedDimensions": {
"type": "boolean",
"description": "Flattens any multivalued dimensions used in response groups (e.g. ['a','b','c']->'a,b,c')"
},
"granularity": {
"type": "string",
"description": "Granularity aggregates metrics into subpartitions within the time interval specified. The default granularity is the same duration as the interval. Periods are represented as an ISO-8601 string. For example: P1D or P1DT12H"
},
"groupBy": {
"type": "array",
"items": {
"type": "string",
"enum": [
"activeRouting",
"activeSkillId",
"addressFrom",
"addressTo",
"agentAssistantId",
"agentBullseyeRing",
"agentOwned",
"agentRank",
"agentScore",
"ani",
"assignerId",
"authenticated",
"conversationId",
"conversationInitiator",
"convertedFrom",
"convertedTo",
"customerParticipation",
"deliveryStatus",
"destinationAddress",
"direction",
"disconnectType",
"divisionId",
"dnis",
"edgeId",
"eligibleAgentCount",
"errorCode",
"extendedDeliveryStatus",
"externalContactId",
"externalMediaCount",
"externalOrganizationId",
"externalTag",
"firstQueue",
"flaggedReason",
"flowInType",
"flowOutType",
"groupId",
"interactionType",
"journeyActionId",
"journeyActionMapId",
"journeyActionMapVersion",
"journeyCustomerId",
"journeyCustomerIdType",
"journeyCustomerSessionId",
"journeyCustomerSessionIdType",
"knowledgeBaseId",
"mediaCount",
"mediaType",
"messageType",
"originatingDirection",
"originatingSocialMediaPublic",
"outboundCampaignId",
"outboundContactId",
"outboundContactListId",
"participantName",
"peerId",
"proposedAgentId",
"provider",
"purpose",
"queueId",
"remote",
"removedSkillId",
"requestedLanguageId",
"requestedRouting",
"requestedRoutingSkillId",
"roomId",
"routingPriority",
"routingRing",
"routingRule",
"routingRuleType",
"scoredAgentId",
"selectedAgentId",
"selectedAgentRank",
"selfServed",
"sessionDnis",
"sessionId",
"skillExpressionId",
"stationId",
"teamId",
"usedRouting",
"userId",
"videoPresent",
"waitingInteractionCount",
"wrapUpCode"
]
},
"description": "Behaves like a SQL GROUPBY. Allows for multiple levels of grouping as a list of dimensions. Partitions resulting aggregate computations into distinct named subgroups rather than across the entire result set as if it were one group."
},
"interval": {
"type": "string",
"description": "Behaves like one clause in a SQL WHERE. Specifies the date and time range of data being queried. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss"
},
"limit": {
"type": "integer",
"description": "How many results you want in an ordered list. Only applicable for topN/bottomN query type."
},
"metrics": {
"type": "array",
"items": {
"type": "string",
"enum": [
"nBlindTransferred",
"nBotInteractions",
"nCallbackAttempts",
"nCallbackOverSla",
"nCallbackScheduled",
"nCfcOffered",
"nCobrowseSessions",
"nConnected",
"nConsult",
"nConsultTransferred",
"nConversations",
"nError",
"nOffered",
"nOutbound",
"nOutboundAbandoned",
"nOutboundAttempted",
"nOutboundConnected",
"nOverSla",
"nStateTransitionError",
"nTakeover",
"nTransferred",
"oAudioMessageCount",
"oCallbackServiceLevel",
"oExternalAudioMessageCount",
"oExternalMediaCount",
"oMediaCount",
"oMessageCount",
"oMessageSegmentCount",
"oMessageTurn",
"oServiceLevel",
"oServiceTarget",
"oSkillExpressionApplications",
"tAbandon",
"tAcd",
"tActiveCallback",
"tActiveCallbackComplete",
"tAcw",
"tAgentResponseTime",
"tAgentVideoConnected",
"tAlert",
"tAnswered",
"tAverageAgentResponseTime",
"tAverageCustomerResponseTime",
"tBarging",
"tCallbackAbandon",
"tCallbackConnect",
"tCallbackNotReached",
"tCfcAbandon",
"tCfcAcd",
"tCfcAnswered",
"tCfcFlowOut",
"tCoaching",
"tCoachingComplete",
"tConnected",
"tContacting",
"tDialing",
"tFirstConnect",
"tFirstDial",
"tFirstEngagement",
"tFirstResponse",
"tFlowOut",
"tHandle",
"tHeld",
"tHeldComplete",
"tIvr",
"tMonitoring",
"tMonitoringComplete",
"tNotResponding",
"tPark",
"tParkComplete",
"tScreenMonitoring",
"tShortAbandon",
"tSnippetRecord",
"tTalk",
"tTalkComplete",
"tTransmitting",
"tUserResponseTime",
"tVoicemail",
"tWait"
]
},
"description": "Behaves like a SQL SELECT clause. Only named metrics will be retrieved."
},
"queryType": {
"type": "string",
"description": "Query type to use. Use groupBy for all matching results, and topN/bottomN for N results ordered by the sortMetric. Default is groupBy.",
"enum": [
"bottomN",
"groupBy",
"topN"
]
},
"sortMetric": {
"type": "object",
"description": "Sort Metric",
"properties": {
"name": {
"type": "string",
"description": "Name of the metric used for sorting values.",
"enum": [
"nBlindTransferred",
"nBotInteractions",
"nCallbackAttempts",
"nCallbackOverSla",
"nCallbackScheduled",
"nCfcOffered",
"nCobrowseSessions",
"nConnected",
"nConsult",
"nConsultTransferred",
"nConversations",
"nError",
"nOffered",
"nOutbound",
"nOutboundAbandoned",
"nOutboundAttempted",
"nOutboundConnected",
"nOverSla",
"nStateTransitionError",
"nTakeover",
"nTransferred",
"oAudioMessageCount",
"oExternalAudioMessageCount",
"oExternalMediaCount",
"oMediaCount",
"oMessageCount",
"oMessageSegmentCount",
"oMessageTurn",
"oServiceTarget",
"oSkillExpressionApplications",
"tAbandon",
"tAcd",
"tActiveCallback",
"tActiveCallbackComplete",
"tAcw",
"tAgentResponseTime",
"tAgentVideoConnected",
"tAlert",
"tAnswered",
"tAverageAgentResponseTime",
"tAverageCustomerResponseTime",
"tBarging",
"tCallbackAbandon",
"tCallbackConnect",
"tCallbackNotReached",
"tCfcAbandon",
"tCfcAcd",
"tCfcAnswered",
"tCfcFlowOut",
"tCoaching",
"tCoachingComplete",
"tConnected",
"tContacting",
"tDialing",
"tFirstConnect",
"tFirstDial",
"tFirstEngagement",
"tFirstResponse",
"tFlowOut",
"tHandle",
"tHeld",
"tHeldComplete",
"tIvr",
"tMonitoring",
"tMonitoringComplete",
"tNotResponding",
"tPark",
"tParkComplete",
"tScreenMonitoring",
"tSnippetRecord",
"tTalk",
"tTalkComplete",
"tTransmitting",
"tUserResponseTime",
"tVoicemail"
]
},
"function": {
"type": "string",
"description": "Aggregation function used for the sort metric.",
"enum": [
"average",
"count",
"max",
"min",
"sum"
]
}
},
"required": [
"function",
"name"
]
},
"timeZone": {
"type": "string",
"description": "Time zone context used to calculate response intervals (this allows resolving DST changes). The interval offset is used even when timeZone is specified. Default is UTC. Time zones are represented as a string of the zone name as found in the IANA time zone database. For example: UTC, Etc/UTC, or Europe/London"
},
"views": {
"type": "array",
"items": {
"type": "object",
"properties": {
"target": {
"type": "string",
"enum": [
"nBlindTransferred",
"nBotInteractions",
"nCallbackAttempts",
"nCallbackOverSla",
"nCallbackScheduled",
"nCfcOffered",
"nCobrowseSessions",
"nConnected",
"nConsult",
"nConsultTransferred",
"nConversations",
"nError",
"nOffered",
"nOutbound",
"nOutboundAbandoned",
"nOutboundAttempted",
"nOutboundConnected",
"nOverSla",
"nStateTransitionError",
"nTakeover",
"nTransferred",
"oAudioMessageCount",
"oCallbackServiceLevel",
"oExternalAudioMessageCount",
"oExternalMediaCount",
"oMediaCount",
"oMessageCount",
"oMessageSegmentCount",
"oMessageTurn",
"oServiceLevel",
"oServiceTarget",
"oSkillExpressionApplications",
"tAbandon",
"tAcd",
"tActiveCallback",
"tActiveCallbackComplete",
"tAcw",
"tAgentResponseTime",
"tAgentVideoConnected",
"tAlert",
"tAnswered",
"tAverageAgentResponseTime",
"tAverageCustomerResponseTime",
"tBarging",
"tCallbackAbandon",
"tCallbackConnect",
"tCallbackNotReached",
"tCfcAbandon",
"tCfcAcd",
"tCfcAnswered",
"tCfcFlowOut",
"tCoaching",
"tCoachingComplete",
"tConnected",
"tContacting",
"tDialing",
"tFirstConnect",
"tFirstDial",
"tFirstEngagement",
"tFirstResponse",
"tFlowOut",
"tHandle",
"tHeld",
"tHeldComplete",
"tIvr",
"tMonitoring",
"tMonitoringComplete",
"tNotResponding",
"tPark",
"tParkComplete",
"tScreenMonitoring",
"tShortAbandon",
"tSnippetRecord",
"tTalk",
"tTalkComplete",
"tTransmitting",
"tUserResponseTime",
"tVoicemail",
"tWait"
],
"description": "Target metric name"
},
"name": {
"type": "string",
"description": "A unique name for this view. Must be distinct from other views and built-in metric names."
},
"function": {
"type": "string",
"enum": [
"rangeBound"
],
"description": "Type of view you wish to create"
},
"range": {
"type": "object",
"description": "The range value"
}
},
"required": [
"function",
"name",
"target"
]
},
"description": "Custom derived metric views"
}
},
"required": [
"PCID",
"interval",
"metrics"
]
}
```
***
## genesys\_conversations\_post\_analytics\_conversations\_details\_query
Query for conversation details
**Parameters:**
| Parameter | Type | Required | Default | Description |
| --------------------- | --------- | -------- | ------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `aggregations` | object\[] | No | — | Include faceted search and aggregate roll-ups describing your search results. This does not function as a filter, but rather, summary data about the data matching your filters |
| `conversationFilters` | object\[] | No | — | Filters that target conversation-level data |
| `evaluationFilters` | object\[] | No | — | Filters that target evaluations |
| `interval` | string | Yes | — | Specifies the date and time range of data being queried. Results will only include conversations that started on a day touched by the interval. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss |
| `order` | string | No | — | Sort the result set in ascending/descending order. Default is ascending |
| `orderBy` | string | No | — | Specify which data element within the result set to use for sorting. The options to use as a basis for sorting the results: conversationStart, segmentStart, and segmentEnd. If not specified, the default is conversationStart |
| `paging` | object | No | — | The paging value |
| `resolutionFilters` | object\[] | No | — | Filters that target resolutions |
| `segmentFilters` | object\[] | No | — | Filters that target individual segments within a conversation |
| `surveyFilters` | object\[] | No | — | Filters that target surveys |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"aggregations": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"enum": [
"termFrequency",
"numericRange"
],
"description": "Optional type, can usually be inferred"
},
"dimension": {
"type": "string",
"description": "For use with termFrequency aggregations"
},
"metric": {
"type": "string",
"description": "For use with numericRange aggregations"
},
"size": {
"type": "integer",
"format": "int32",
"description": "For use with termFrequency aggregations"
},
"ranges": {
"type": "array",
"items": {
"type": "object",
"properties": {
"gte": {
"type": "number",
"description": "Greater than or equal to"
},
"lt": {
"type": "number",
"description": "Less than"
}
}
},
"description": "For use with numericRange aggregations"
}
}
},
"description": "Include faceted search and aggregate roll-ups describing your search results. This does not function as a filter, but rather, summary data about the data matching your filters"
},
"conversationFilters": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"enum": [
"and",
"or"
],
"description": "Boolean operation to apply to the provided predicates and clauses"
},
"clauses": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Boolean operation to apply to the provided predicates"
},
"predicates": {
"type": "array",
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
}
},
"description": "Boolean 'and/or' logic with up to two-levels of nesting"
},
"predicates": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Optional type, can usually be inferred"
},
"dimension": {
"type": "string",
"description": "Left hand side for dimension predicates"
},
"metric": {
"type": "string",
"description": "Left hand side for metric predicates"
},
"operator": {
"type": "string",
"description": "Optional operator, default is matches"
},
"value": {
"type": "string",
"description": "Right hand side for dimension or metric predicates"
},
"range": {
"type": "object"
}
}
},
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
},
"required": [
"type"
]
},
"description": "Filters that target conversation-level data"
},
"evaluationFilters": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"enum": [
"and",
"or"
],
"description": "Boolean operation to apply to the provided predicates and clauses"
},
"clauses": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Boolean operation to apply to the provided predicates"
},
"predicates": {
"type": "array",
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
}
},
"description": "Boolean 'and/or' logic with up to two-levels of nesting"
},
"predicates": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Optional type, can usually be inferred"
},
"dimension": {
"type": "string",
"description": "Left hand side for dimension predicates"
},
"metric": {
"type": "string",
"description": "Left hand side for metric predicates"
},
"operator": {
"type": "string",
"description": "Optional operator, default is matches"
},
"value": {
"type": "string",
"description": "Right hand side for dimension or metric predicates"
},
"range": {
"type": "object"
}
}
},
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
},
"required": [
"type"
]
},
"description": "Filters that target evaluations"
},
"interval": {
"type": "string",
"description": "Specifies the date and time range of data being queried. Results will only include conversations that started on a day touched by the interval. Intervals are represented as an ISO-8601 string. For example: YYYY-MM-DDThh:mm:ss/YYYY-MM-DDThh:mm:ss"
},
"order": {
"type": "string",
"description": "Sort the result set in ascending/descending order. Default is ascending",
"enum": [
"asc",
"desc",
"unordered"
]
},
"orderBy": {
"type": "string",
"description": "Specify which data element within the result set to use for sorting. The options to use as a basis for sorting the results: conversationStart, segmentStart, and segmentEnd. If not specified, the default is conversationStart",
"enum": [
"conversationStart",
"conversationEnd",
"segmentStart",
"segmentEnd"
]
},
"paging": {
"type": "object",
"description": "The paging value",
"properties": {
"pageSize": {
"type": "integer",
"description": "How many results per page"
},
"pageNumber": {
"type": "integer",
"description": "How many pages in"
}
},
"required": [
"pageNumber",
"pageSize"
]
},
"resolutionFilters": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"enum": [
"and",
"or"
],
"description": "Boolean operation to apply to the provided predicates and clauses"
},
"clauses": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Boolean operation to apply to the provided predicates"
},
"predicates": {
"type": "array",
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
}
},
"description": "Boolean 'and/or' logic with up to two-levels of nesting"
},
"predicates": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Optional type, can usually be inferred"
},
"metric": {
"type": "string",
"description": "Left hand side for metric predicates"
},
"operator": {
"type": "string",
"description": "Optional operator, default is matches"
},
"value": {
"type": "string",
"description": "Right hand side for metric predicates"
},
"range": {
"type": "object"
}
}
},
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
},
"required": [
"type"
]
},
"description": "Filters that target resolutions"
},
"segmentFilters": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"enum": [
"and",
"or"
],
"description": "Boolean operation to apply to the provided predicates and clauses"
},
"clauses": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Boolean operation to apply to the provided predicates"
},
"predicates": {
"type": "array",
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
}
},
"description": "Boolean 'and/or' logic with up to two-levels of nesting"
},
"predicates": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Optional type, can usually be inferred"
},
"dimension": {
"type": "string",
"description": "Left hand side for dimension predicates"
},
"propertyType": {
"type": "string",
"description": "Left hand side for property predicates"
},
"property": {
"type": "string",
"description": "Left hand side for property predicates"
},
"metric": {
"type": "string",
"description": "Left hand side for metric predicates"
},
"operator": {
"type": "string",
"description": "Optional operator, default is matches"
},
"value": {
"type": "string",
"description": "Right hand side for dimension, metric, or property predicates"
},
"range": {
"type": "object"
}
}
},
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
},
"required": [
"type"
]
},
"description": "Filters that target individual segments within a conversation"
},
"surveyFilters": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"enum": [
"and",
"or"
],
"description": "Boolean operation to apply to the provided predicates and clauses"
},
"clauses": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Boolean operation to apply to the provided predicates"
},
"predicates": {
"type": "array",
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
}
},
"description": "Boolean 'and/or' logic with up to two-levels of nesting"
},
"predicates": {
"type": "array",
"items": {
"type": "object",
"properties": {
"type": {
"type": "string",
"description": "Optional type, can usually be inferred"
},
"dimension": {
"type": "string",
"description": "Left hand side for dimension predicates"
},
"metric": {
"type": "string",
"description": "Left hand side for metric predicates"
},
"operator": {
"type": "string",
"description": "Optional operator, default is matches"
},
"value": {
"type": "string",
"description": "Right hand side for dimension or metric predicates"
},
"range": {
"type": "object"
}
}
},
"description": "Like a three-word sentence: (attribute-name) (operator) (target-value)."
}
},
"required": [
"type"
]
},
"description": "Filters that target surveys"
}
},
"required": [
"PCID",
"interval"
]
}
```
***
## genesys\_conversations\_post\_call
Place a new call as part of a callback conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `callNumber` | string | Yes | — | The phone number to dial for this call. |
| `phoneColumn` | string | No | — | For a dialer preview or scheduled callback, the phone column associated with the phone number |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"callNumber": {
"type": "string",
"description": "The phone number to dial for this call."
},
"phoneColumn": {
"type": "string",
"description": "For a dialer preview or scheduled callback, the phone column associated with the phone number"
}
},
"required": [
"PCID",
"conversationId",
"callNumber"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_barge
Barge a given participant's call creating a barged in conference of connected participants.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_coach
Listen in on the conversation from the point of view of a given participant while speaking to just the given participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_communication\_wrapup
Apply wrap-up for this conversation communication
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------------- | --------- | -------- | ------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `communicationId` | string | Yes | — | Communication Id |
| `code` | string | No | — | The user configured wrap up code id. |
| `disableEndTimeUpdates` | boolean | No | — | Prevent updates to wrapup end time when set to true. |
| `durationSeconds` | integer | No | — | The length of time in seconds that the agent spent doing after call work. |
| `endTime` | string | No | — | The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `name` | string | No | — | The user configured wrap up code name. |
| `notes` | string | No | — | Text entered by the agent to describe the call or disposition. |
| `provisional` | boolean | No | — | Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later. |
| `tags` | string\[] | No | — | List of tags selected by the agent to describe the call or disposition. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of tags selected by the agent to describe the call or disposition."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"communicationId"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_consult\_agent
Initiate a consult transfer to an agent
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | ------ | -------- | ------- | -------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `consultingUserId` | string | No | — | The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID |
| `speakTo` | string | Yes | — | Determines to whom the initiating participant is requesting to speak. Defaults to DESTINATION |
| `userDisplayName` | string | No | — | The name of the internal user. |
| `userId` | string | No | — | The id of the internal user. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"consultingUserId": {
"type": "string",
"description": "The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID"
},
"speakTo": {
"type": "string",
"description": "Determines to whom the initiating participant is requesting to speak. Defaults to DESTINATION",
"enum": [
"DESTINATION",
"OBJECT",
"BOTH",
"CONFERENCE"
]
},
"userDisplayName": {
"type": "string",
"description": "The name of the internal user."
},
"userId": {
"type": "string",
"description": "The id of the internal user."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"speakTo"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_consult\_contact\_external
Initiate a consult transfer to an external contact
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | ------ | -------- | ------- | -------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `consultingUserId` | string | No | — | The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID |
| `contactId` | string | Yes | — | The external contact id. |
| `phoneType` | string | Yes | — | The external contact phone type. |
| `speakTo` | string | Yes | — | Determines to whom the initiating participant is requesting to speak. Defaults to DESTINATION |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"consultingUserId": {
"type": "string",
"description": "The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID"
},
"contactId": {
"type": "string",
"description": "The external contact id."
},
"phoneType": {
"type": "string",
"description": "The external contact phone type.",
"enum": [
"WorkPhone",
"CellPhone",
"HomePhone",
"OtherPhone"
]
},
"speakTo": {
"type": "string",
"description": "Determines to whom the initiating participant is requesting to speak. Defaults to DESTINATION",
"enum": [
"DESTINATION",
"OBJECT",
"BOTH",
"CONFERENCE"
]
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"contactId",
"phoneType",
"speakTo"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_consult\_queue
Initiate a consult transfer to a queue
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | ------ | -------- | ------- | -------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `consultingUserId` | string | No | — | The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID |
| `queueId` | string | No | — | The id of the queue. |
| `queueName` | string | No | — | The name of the queue. |
| `speakTo` | string | Yes | — | Determines to whom the initiating participant is requesting to speak. Defaults to DESTINATION |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"consultingUserId": {
"type": "string",
"description": "The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID"
},
"queueId": {
"type": "string",
"description": "The id of the queue."
},
"queueName": {
"type": "string",
"description": "The name of the queue."
},
"speakTo": {
"type": "string",
"description": "Determines to whom the initiating participant is requesting to speak. Defaults to DESTINATION",
"enum": [
"DESTINATION",
"OBJECT",
"BOTH",
"CONFERENCE"
]
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"speakTo"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_monitor
Listen in on the conversation from the point of view of a given participant.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_replace
Replace this participant with the specified user and/or address
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------------- | ------- | -------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `address` | string | No | — | The user ID or queue ID of the transfer target. Address like a phone number can not be used for callbacks, but they can be used for other forms of communication. |
| `keepInternalMessageAlive` | boolean | No | — | If true, the digital internal message will NOT be terminated. |
| `queueId` | string | No | — | The queue ID of the transfer target. |
| `transferType` | string | No | — | The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended. |
| `userId` | string | No | — | The user ID of the transfer target. |
| `userName` | string | No | — | The user name of the transfer target. |
| `voicemail` | boolean | No | — | If true, transfer to the voicemail inbox of the participant that is being replaced. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"address": {
"type": "string",
"description": "The user ID or queue ID of the transfer target. Address like a phone number can not be used for callbacks, but they can be used for other forms of communication."
},
"keepInternalMessageAlive": {
"type": "boolean",
"description": "If true, the digital internal message will NOT be terminated."
},
"queueId": {
"type": "string",
"description": "The queue ID of the transfer target."
},
"transferType": {
"type": "string",
"description": "The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended.",
"enum": [
"Attended",
"Unattended"
]
},
"userId": {
"type": "string",
"description": "The user ID of the transfer target."
},
"userName": {
"type": "string",
"description": "The user name of the transfer target."
},
"voicemail": {
"type": "boolean",
"description": "If true, transfer to the voicemail inbox of the participant that is being replaced."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_call\_participant\_voice\_consult
Initiate voice consult transfer
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | ------ | -------- | ------- | -------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `address` | string | No | — | Destination's address or phone number. |
| `consultingUserId` | string | No | — | The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID |
| `speakTo` | string | Yes | — | Determines to whom the initiating participant is requesting to speak. Defaults to DESTINATION |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"address": {
"type": "string",
"description": "Destination's address or phone number."
},
"consultingUserId": {
"type": "string",
"description": "The user ID of the person who wants to talk before completing the transfer. Could be the same of the context user ID"
},
"speakTo": {
"type": "string",
"description": "Determines to whom the initiating participant is requesting to speak. Defaults to DESTINATION",
"enum": [
"DESTINATION",
"OBJECT",
"BOTH",
"CONFERENCE"
]
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"speakTo"
]
}
```
***
## genesys\_conversations\_post\_call\_participants
Add participants to a conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------- | --------- | -------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `address` | string | No | — | The address of the conversation as seen from an external participant. For phone calls this will be the DNIS for inbound calls and the ANI for outbound calls. For other media types this will be the address of the destination participant for inbound and the address of the initiating participant for outbound. |
| `conversationIds` | string\[] | No | — | A list of conversations to merge into this conversation to create a conference. This field is null except when being used to create a conference. |
| `divisions` | object\[] | No | — | Identifiers of divisions associated with this conversation |
| `endTime` | string | No | — | The time when the conversation ended. This will be the time when the last participant left the conversation, or null when the conversation is still active. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `externalTag` | string | No | — | The external tag associated with the conversation. |
| `id` | string | No | — | The globally unique identifier for the object. |
| `inactivityTimeout` | string | No | — | The time in the future, after which this conversation would be considered inactive. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `maxParticipants` | integer | No | — | If this is a conference conversation, then this field indicates the maximum number of participants allowed to participant in the conference. |
| `name` | string | No | — | The name value |
| `participants` | object\[] | Yes | — | The list of all participants in the conversation. |
| `recentTransfers` | object\[] | No | — | The list of the most recent 20 transfer commands applied to this conversation. |
| `recordingState` | string | No | — | On update, 'paused' initiates a secure pause, 'active' resumes any paused recordings; otherwise indicates state of conversation recording. |
| `securePause` | boolean | No | — | True when the recording of this conversation is in secure pause status. |
| `selfUri` | string | No | — | The URI for this object |
| `startTime` | string | Yes | — | The time when the conversation started. This will be the time when the first participant joined the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | On update, 'disconnected' will disconnect the conversation. No other values are valid. When reading conversations, this field will never have a value present. |
| `utilizationLabelId` | string | No | — | An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"address": {
"type": "string",
"description": "The address of the conversation as seen from an external participant. For phone calls this will be the DNIS for inbound calls and the ANI for outbound calls. For other media types this will be the address of the destination participant for inbound and the address of the initiating participant for outbound."
},
"conversationIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of conversations to merge into this conversation to create a conference. This field is null except when being used to create a conference."
},
"divisions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"division": {
"type": "object",
"description": "The division value"
},
"entities": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string"
},
"name": {
"type": "string"
},
"selfUri": {
"type": "string"
},
"dateDivisionUpdated": {
"type": "string",
"description": "The time the entity division was last updated. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The entities on the conversation within the division. These are the users, queues, work flows, etc. that can be on conversations and and be assigned to different divisions."
}
}
},
"description": "Identifiers of divisions associated with this conversation"
},
"endTime": {
"type": "string",
"description": "The time when the conversation ended. This will be the time when the last participant left the conversation, or null when the conversation is still active. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"externalTag": {
"type": "string",
"description": "The external tag associated with the conversation."
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"inactivityTimeout": {
"type": "string",
"description": "The time in the future, after which this conversation would be considered inactive. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"maxParticipants": {
"type": "integer",
"description": "If this is a conference conversation, then this field indicates the maximum number of participants allowed to participant in the conference."
},
"name": {
"type": "string",
"description": "The name value"
},
"participants": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "A globally unique identifier for this conversation."
},
"startTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant joined the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"endTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant was connected to the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"name": {
"type": "string",
"description": "A human readable name identifying the participant."
},
"userUri": {
"type": "string",
"description": "If this participant represents a user, then this will be an URI that can be used to fetch the user."
},
"userId": {
"type": "string",
"description": "If this participant represents a user, then this will be the globally unique identifier for the user."
},
"externalContactId": {
"type": "string",
"description": "If this participant represents an external contact, then this will be the globally unique identifier for the external contact."
},
"externalContactInitialDivisionId": {
"type": "string",
"description": "If this participant represents an external contact, then this will be the initial division for the external contact. This value will not be updated if the external contact is reassigned."
},
"externalOrganizationId": {
"type": "string",
"description": "If this participant represents an external org, then this will be the globally unique identifier for the external org."
},
"queueId": {
"type": "string",
"description": "If present, the queue id that the communication channel came in on."
},
"groupId": {
"type": "string",
"description": "If present, group of users the participant represents."
},
"teamId": {
"type": "string",
"description": "The team id that this participant is a member of when added to the conversation."
},
"queueName": {
"type": "string",
"description": "If present, the queue name that the communication channel came in on."
},
"purpose": {
"type": "string",
"description": "A well known string that specifies the purpose of this participant."
},
"participantType": {
"type": "string",
"description": "A well known string that specifies the type of this participant."
},
"consultParticipantId": {
"type": "string",
"description": "If this participant is part of a consult transfer, then this will be the participant id of the participant being transferred."
},
"address": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"ani": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"aniName": {
"type": "string",
"description": "The ani-based name for this participant."
},
"dnis": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"locale": {
"type": "string",
"description": "An ISO 639 language code specifying the locale for this participant"
},
"wrapupRequired": {
"type": "boolean",
"description": "True iff this participant is required to enter wrapup for this conversation."
},
"wrapupPrompt": {
"type": "string",
"enum": [
"mandatory",
"optional",
"agentRequested",
"timeout",
"forcedTimeout"
],
"description": "This field controls how the UI prompts the agent for a wrapup."
},
"wrapupTimeoutMs": {
"type": "integer",
"format": "int32",
"description": "Specifies how long a timed ACW session will last."
},
"wrapupSkipped": {
"type": "boolean",
"description": "The UI sets this field when the agent chooses to skip entering a wrapup for this participant."
},
"wrapup": {
"type": "object",
"description": "The wrapup value"
},
"mediaRoles": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of roles this participant's media has had on the conversation, ie monitor, coach, etc."
},
"conversationRoutingData": {
"type": "object",
"description": "Conversation Routing Data"
},
"alertingTimeoutMs": {
"type": "integer",
"format": "int32",
"description": "Specifies how long the agent has to answer an interaction before being marked as not responding."
},
"monitoredParticipantId": {
"type": "string",
"description": "If this participant is a monitor, then this will be the id of the participant that is being monitored."
},
"coachedParticipantId": {
"type": "string",
"description": "If this participant is a coach, then this will be the id of the participant that is being coached."
},
"attributes": {
"type": "object",
"description": "Additional participant attributes"
},
"calls": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"direction": {
"type": "string",
"description": "The direction of the call"
},
"recording": {
"type": "boolean",
"description": "True if this call is being recorded."
},
"recordingState": {
"type": "string",
"description": "State of recording on this call."
},
"recordersState": {
"type": "object"
},
"muted": {
"type": "boolean",
"description": "True if this call is muted so that remote participants can't hear any audio from this end."
},
"confined": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears hold music."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"securePause": {
"type": "boolean",
"description": "True when the recording of this call is in secure pause status."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this call."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the call was placed on hold in the cloud clock if the call is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"documentId": {
"type": "string",
"description": "If call is an outbound fax of a document from content management, then this is the id in content management."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectReasons": {
"type": "array",
"description": "List of reasons that this call was disconnected. This will be set once the call disconnects."
},
"faxStatus": {
"type": "object"
},
"provider": {
"type": "string",
"description": "The source provider for the call."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"uuiData": {
"type": "string",
"description": "User to User Information (UUI) data managed by SIP session application."
},
"self": {
"type": "object"
},
"other": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"agentAssistantId": {
"type": "string",
"description": "UUID of virtual agent assistant that provide suggestions to the agent participant during the conversation."
},
"transferSource": {
"type": "string",
"description": "Indicates how call reaches the agent."
},
"queueMediaSettings": {
"type": "object"
},
"disposition": {
"type": "object"
}
}
},
"description": "The calls value"
},
"callbacks": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's callback, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the call"
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the callback was placed on hold in the cloud clock if the callback is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dialerPreview": {
"type": "object"
},
"voicemail": {
"type": "object"
},
"callbackNumbers": {
"type": "array",
"description": "The phone number(s) to use to place the callback."
},
"callbackUserName": {
"type": "string",
"description": "The name of the user requesting a callback."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"externalCampaign": {
"type": "boolean",
"description": "True if the call for the callback uses external dialing."
},
"skipEnabled": {
"type": "boolean",
"description": "True if the ability to skip a callback should be enabled."
},
"timeoutSeconds": {
"type": "integer",
"description": "The number of seconds before the system automatically places a call for a callback. 0 means the automatic placement is disabled."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"callbackScheduledTime": {
"type": "string",
"description": "The timestamp when this communication is scheduled in the provider clock. If this value is missing it indicates the callback will be placed immediately. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"automatedCallbackConfigId": {
"type": "string",
"description": "The id of the config for automatically placing the callback (and handling the disposition). If null, the callback will not be placed automatically but routed to an agent as per normal."
},
"provider": {
"type": "string",
"description": "The source provider for the callback."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"callerId": {
"type": "string",
"description": "The phone number displayed to recipients of the phone call. The value should conform to the E164 format."
},
"callerIdName": {
"type": "string",
"description": "The name displayed to recipients of the phone call."
},
"queueMediaSettings": {
"type": "object"
}
}
},
"description": "The callbacks value"
},
"chats": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"roomId": {
"type": "string",
"description": "The room id for the chat."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this chat."
},
"segments": {
"type": "array",
"description": "The time line of the participant's chat, divided into activity segments."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"direction": {
"type": "string",
"description": "The direction of the chat"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the chat was placed on hold in the cloud clock if the chat is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the email."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"avatarImageUrl": {
"type": "string",
"description": "If available, the URI to the avatar image of this communication."
},
"journeyContext": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"queueMediaSettings": {
"type": "object"
}
}
},
"description": "The chats value"
},
"cobrowsesessions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"self": {
"type": "object"
},
"cobrowseSessionId": {
"type": "string",
"description": "The co-browse session ID."
},
"cobrowseRole": {
"type": "string",
"description": "This value identifies the role of the co-browse client within the co-browse session (a client is a sharer or a viewer)."
},
"controlling": {
"type": "array",
"description": "ID of co-browse participants for which this client has been granted control (list is empty if this client cannot control any shared pages)."
},
"viewerUrl": {
"type": "string",
"description": "The URL that can be used to open co-browse session in web browser."
},
"providerEventTime": {
"type": "string",
"description": "The time when the provider event which triggered this conversation update happened in the corrected provider clock (milliseconds since 1970-01-01 00:00:00 UTC). Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the co-browse session."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The cobrowsesessions value"
},
"emails": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"subject": {
"type": "string",
"description": "The subject for the initial email that started this conversation."
},
"messagesSent": {
"type": "integer",
"description": "The number of email messages sent by this participant."
},
"segments": {
"type": "array",
"description": "The time line of the participant's email, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the email"
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this call."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the email was placed on hold in the cloud clock if the email is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"autoGenerated": {
"type": "boolean",
"description": "Indicates that the email was auto-generated like an Out of Office reply."
},
"provider": {
"type": "string",
"description": "The source provider for the email."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"messageId": {
"type": "string",
"description": "A globally unique identifier for the stored content of this communication."
},
"draftAttachments": {
"type": "array",
"description": "A list of uploaded attachments on the email draft."
},
"spam": {
"type": "boolean",
"description": "Indicates if the inbound email was marked as spam."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"queueMediaSettings": {
"type": "object"
},
"parkTime": {
"type": "string",
"description": "Represents the time when an email was put into parked state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The emails value"
},
"messages": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"segments": {
"type": "array",
"description": "The time line of the participant's message, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the message."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this message."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the message was placed on hold in the cloud clock if the message is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the message."
},
"authenticated": {
"type": "boolean",
"description": "If true, the participant member is authenticated."
},
"type": {
"type": "string",
"description": "Indicates the type of message platform from which the message originated."
},
"recipientCountry": {
"type": "string",
"description": "Indicates the country where the recipient is associated in ISO 3166-1 alpha-2 format."
},
"recipientType": {
"type": "string",
"description": "The type of the recipient. Eg: Provisioned phoneNumber is the recipient for sms message type."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"toAddress": {
"type": "object"
},
"fromAddress": {
"type": "object"
},
"messages": {
"type": "array",
"description": "The messages sent on this communication channel."
},
"journeyContext": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"agentAssistantId": {
"type": "string",
"description": "UUID of virtual agent assistant that provide suggestions to the agent participant during the conversation."
},
"byoSmsIntegrationId": {
"type": "string",
"description": "The internal id representing the customer supplied sms integration message."
},
"queueMediaSettings": {
"type": "object"
},
"engagementSource": {
"type": "string"
},
"resumeTime": {
"type": "string",
"description": "Represents the time when a parked message will resume. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"parkTime": {
"type": "string",
"description": "Represents the time when an message was put into parked state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The messages value"
},
"internalMessages": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's internal message, divided into activity segments."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the message."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"targetUserId": {
"type": "string",
"description": "The user ID for the participant on receiving side of the internal message conversation."
},
"sourceUserId": {
"type": "string",
"description": "The user ID for the participant on sending side of the internal message conversation."
},
"toAddress": {
"type": "object"
},
"fromAddress": {
"type": "object"
},
"messages": {
"type": "array",
"description": "The messages sent on this communication channel."
}
}
},
"description": "Internal Messages"
},
"screenMonitorings": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's Screen Monitoring media, divided into activity segments."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"provider": {
"type": "string",
"description": "The source provider of Screen Monitoring media."
},
"targetUser": {
"type": "object"
},
"screenMonitoring": {
"type": "object"
},
"monitoringType": {
"type": "string",
"description": "The screen monitoring type."
},
"count": {
"type": "integer",
"description": "Number of Screen Monitoring sessions the targetUserId is involved in."
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "Screen Monitorings"
},
"screenshares": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"context": {
"type": "string",
"description": "The room id context (xmpp jid) for the conference session."
},
"sharing": {
"type": "boolean",
"description": "Indicates whether this participant is sharing their screen."
},
"peerCount": {
"type": "integer",
"description": "The number of peer participants from the perspective of the participant in the conference."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the screen share."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The screenshares value"
},
"socialExpressions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"socialMediaId": {
"type": "string",
"description": "A globally unique identifier for the social media."
},
"socialMediaHub": {
"type": "string",
"description": "The social network of the communication"
},
"socialUserName": {
"type": "string",
"description": "The user name for the communication."
},
"previewText": {
"type": "string",
"description": "The text preview of the communication contents"
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this chat."
},
"segments": {
"type": "array",
"description": "The time line of the participant's chat, divided into activity segments."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the chat was placed on hold in the cloud clock if the chat is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the social expression."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "Social Expressions"
},
"videos": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"context": {
"type": "string",
"description": "The room id context (xmpp jid) for the conference session."
},
"audioMuted": {
"type": "boolean",
"description": "Indicates whether this participant has muted their outgoing audio."
},
"videoMuted": {
"type": "boolean",
"description": "Indicates whether this participant has muted/paused their outgoing video."
},
"sharingScreen": {
"type": "boolean",
"description": "Indicates whether this participant is sharing their screen to the session."
},
"peerCount": {
"type": "integer",
"description": "The number of peer participants from the perspective of the participant in the conference."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the video."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"msids": {
"type": "array",
"description": "List of media stream ids"
},
"self": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The videos value"
},
"evaluations": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string"
},
"conversation": {
"type": "object"
},
"evaluationForm": {
"type": "object"
},
"evaluator": {
"type": "object"
},
"agent": {
"type": "object"
},
"calibration": {
"type": "object"
},
"status": {
"type": "string"
},
"answers": {
"type": "object"
},
"agentHasRead": {
"type": "boolean"
},
"assignee": {
"type": "object"
},
"assigneeApplicable": {
"type": "boolean",
"description": "Indicates whether an assignee is applicable for the evaluation. Set to false when assignee is not applicable."
},
"releaseDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"assignedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"createdDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"changedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"submittedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"revisionCreatedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"queue": {
"type": "object"
},
"mediaType": {
"type": "array",
"description": "List of different communication types used in conversation."
},
"divisionIds": {
"type": "array",
"description": "Evaluation is assigned in the following division(s)."
},
"rescore": {
"type": "boolean",
"description": "Is only true when evaluation is re-scored."
},
"conversationDate": {
"type": "string",
"description": "Creation date of the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"conversationEndDate": {
"type": "string",
"description": "End date of conversation if it had completed before evaluation creation. Null if created before the conversation ended. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"neverRelease": {
"type": "boolean",
"description": "Signifies if the evaluation is never to be released. This cannot be set true if release date is also set."
},
"assigned": {
"type": "boolean",
"description": "Set to false to unassign the evaluation. This cannot be set to false when assignee is also set."
},
"dateAssigneeChanged": {
"type": "string",
"description": "Date when the assignee was last changed. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"resourceId": {
"type": "string",
"description": "Only used for email evaluations. Will be null for all other evaluations."
},
"resourceType": {
"type": "string",
"description": "The type of resource. Only used for email evaluations. Will be null for evaluations on all other resources."
},
"redacted": {
"type": "boolean",
"description": "Is only true when the user making the request does not have sufficient permissions to see evaluation"
},
"agentTeam": {
"type": "object"
},
"isScoringIndex": {
"type": "boolean"
},
"authorizedActions": {
"type": "array",
"description": "List of user authorized actions on evaluation. Possible values: assign, edit, editScore, editAgentSignoff, delete, release, viewAudit"
},
"hasAssistanceFailed": {
"type": "boolean",
"description": "Is true when evaluation assistance didn't execute successfully"
},
"evaluationSource": {
"type": "object"
},
"aiScoring": {
"type": "object"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"description": "The evaluations value"
},
"screenRecordingState": {
"type": "string",
"enum": [
"requested",
"active",
"paused",
"stopped",
"error",
"timeout"
],
"description": "The current screen recording state for this participant."
},
"flaggedReason": {
"type": "string",
"enum": [
"general"
],
"description": "The reason specifying why participant flagged the conversation."
},
"startAcwTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant started after-call work. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"endAcwTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant ended after-call work. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"bargedParticipantId": {
"type": "string",
"description": "If this participant barged in a participant's call, then this will be the id of the targeted participant."
}
}
},
"description": "The list of all participants in the conversation."
},
"recentTransfers": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The id of the command."
},
"state": {
"type": "string",
"enum": [
"Pending",
"Active",
"Complete",
"Canceled",
"Failed",
"Timeout",
"Unknown"
],
"description": "The state of the command."
},
"dateIssued": {
"type": "string",
"format": "date-time",
"description": "The date/time that this command was issued. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"initiator": {
"type": "object",
"description": "The initiator value"
},
"modifiedBy": {
"type": "object",
"description": "Modified By"
},
"destination": {
"type": "object",
"description": "The destination value"
},
"transferType": {
"type": "string",
"enum": [
"Attended",
"Unattended"
],
"description": "The type of transfer to perform."
}
}
},
"description": "The list of the most recent 20 transfer commands applied to this conversation."
},
"recordingState": {
"type": "string",
"description": "On update, 'paused' initiates a secure pause, 'active' resumes any paused recordings; otherwise indicates state of conversation recording.",
"enum": [
"ACTIVE",
"PAUSED",
"NONE"
]
},
"securePause": {
"type": "boolean",
"description": "True when the recording of this conversation is in secure pause status."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"startTime": {
"type": "string",
"description": "The time when the conversation started. This will be the time when the first participant joined the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "On update, 'disconnected' will disconnect the conversation. No other values are valid. When reading conversations, this field will never have a value present.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"utilizationLabelId": {
"type": "string",
"description": "An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level"
}
},
"required": [
"PCID",
"conversationId",
"participants",
"startTime"
]
}
```
***
## genesys\_conversations\_post\_call\_participants\_user\_user\_id
Add participants to a conversation on behalf of a user
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------- | --------- | -------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `userId` | string | Yes | — | User Id |
| `address` | string | No | — | The address of the conversation as seen from an external participant. For phone calls this will be the DNIS for inbound calls and the ANI for outbound calls. For other media types this will be the address of the destination participant for inbound and the address of the initiating participant for outbound. |
| `conversationIds` | string\[] | No | — | A list of conversations to merge into this conversation to create a conference. This field is null except when being used to create a conference. |
| `divisions` | object\[] | No | — | Identifiers of divisions associated with this conversation |
| `endTime` | string | No | — | The time when the conversation ended. This will be the time when the last participant left the conversation, or null when the conversation is still active. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `externalTag` | string | No | — | The external tag associated with the conversation. |
| `id` | string | No | — | The globally unique identifier for the object. |
| `inactivityTimeout` | string | No | — | The time in the future, after which this conversation would be considered inactive. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `maxParticipants` | integer | No | — | If this is a conference conversation, then this field indicates the maximum number of participants allowed to participant in the conference. |
| `name` | string | No | — | The name value |
| `participants` | object\[] | Yes | — | The list of all participants in the conversation. |
| `recentTransfers` | object\[] | No | — | The list of the most recent 20 transfer commands applied to this conversation. |
| `recordingState` | string | No | — | On update, 'paused' initiates a secure pause, 'active' resumes any paused recordings; otherwise indicates state of conversation recording. |
| `securePause` | boolean | No | — | True when the recording of this conversation is in secure pause status. |
| `selfUri` | string | No | — | The URI for this object |
| `startTime` | string | Yes | — | The time when the conversation started. This will be the time when the first participant joined the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `state` | string | No | — | On update, 'disconnected' will disconnect the conversation. No other values are valid. When reading conversations, this field will never have a value present. |
| `utilizationLabelId` | string | No | — | An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"userId": {
"type": "string",
"description": "User Id"
},
"address": {
"type": "string",
"description": "The address of the conversation as seen from an external participant. For phone calls this will be the DNIS for inbound calls and the ANI for outbound calls. For other media types this will be the address of the destination participant for inbound and the address of the initiating participant for outbound."
},
"conversationIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of conversations to merge into this conversation to create a conference. This field is null except when being used to create a conference."
},
"divisions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"division": {
"type": "object",
"description": "The division value"
},
"entities": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string"
},
"name": {
"type": "string"
},
"selfUri": {
"type": "string"
},
"dateDivisionUpdated": {
"type": "string",
"description": "The time the entity division was last updated. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The entities on the conversation within the division. These are the users, queues, work flows, etc. that can be on conversations and and be assigned to different divisions."
}
}
},
"description": "Identifiers of divisions associated with this conversation"
},
"endTime": {
"type": "string",
"description": "The time when the conversation ended. This will be the time when the last participant left the conversation, or null when the conversation is still active. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"externalTag": {
"type": "string",
"description": "The external tag associated with the conversation."
},
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"inactivityTimeout": {
"type": "string",
"description": "The time in the future, after which this conversation would be considered inactive. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"maxParticipants": {
"type": "integer",
"description": "If this is a conference conversation, then this field indicates the maximum number of participants allowed to participant in the conference."
},
"name": {
"type": "string",
"description": "The name value"
},
"participants": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "A globally unique identifier for this conversation."
},
"startTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant joined the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"endTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant was connected to the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"name": {
"type": "string",
"description": "A human readable name identifying the participant."
},
"userUri": {
"type": "string",
"description": "If this participant represents a user, then this will be an URI that can be used to fetch the user."
},
"userId": {
"type": "string",
"description": "If this participant represents a user, then this will be the globally unique identifier for the user."
},
"externalContactId": {
"type": "string",
"description": "If this participant represents an external contact, then this will be the globally unique identifier for the external contact."
},
"externalContactInitialDivisionId": {
"type": "string",
"description": "If this participant represents an external contact, then this will be the initial division for the external contact. This value will not be updated if the external contact is reassigned."
},
"externalOrganizationId": {
"type": "string",
"description": "If this participant represents an external org, then this will be the globally unique identifier for the external org."
},
"queueId": {
"type": "string",
"description": "If present, the queue id that the communication channel came in on."
},
"groupId": {
"type": "string",
"description": "If present, group of users the participant represents."
},
"teamId": {
"type": "string",
"description": "The team id that this participant is a member of when added to the conversation."
},
"queueName": {
"type": "string",
"description": "If present, the queue name that the communication channel came in on."
},
"purpose": {
"type": "string",
"description": "A well known string that specifies the purpose of this participant."
},
"participantType": {
"type": "string",
"description": "A well known string that specifies the type of this participant."
},
"consultParticipantId": {
"type": "string",
"description": "If this participant is part of a consult transfer, then this will be the participant id of the participant being transferred."
},
"address": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"ani": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"aniName": {
"type": "string",
"description": "The ani-based name for this participant."
},
"dnis": {
"type": "string",
"description": "The address for the this participant. For a phone call this will be the ANI."
},
"locale": {
"type": "string",
"description": "An ISO 639 language code specifying the locale for this participant"
},
"wrapupRequired": {
"type": "boolean",
"description": "True iff this participant is required to enter wrapup for this conversation."
},
"wrapupPrompt": {
"type": "string",
"enum": [
"mandatory",
"optional",
"agentRequested",
"timeout",
"forcedTimeout"
],
"description": "This field controls how the UI prompts the agent for a wrapup."
},
"wrapupTimeoutMs": {
"type": "integer",
"format": "int32",
"description": "Specifies how long a timed ACW session will last."
},
"wrapupSkipped": {
"type": "boolean",
"description": "The UI sets this field when the agent chooses to skip entering a wrapup for this participant."
},
"wrapup": {
"type": "object",
"description": "The wrapup value"
},
"mediaRoles": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of roles this participant's media has had on the conversation, ie monitor, coach, etc."
},
"conversationRoutingData": {
"type": "object",
"description": "Conversation Routing Data"
},
"alertingTimeoutMs": {
"type": "integer",
"format": "int32",
"description": "Specifies how long the agent has to answer an interaction before being marked as not responding."
},
"monitoredParticipantId": {
"type": "string",
"description": "If this participant is a monitor, then this will be the id of the participant that is being monitored."
},
"coachedParticipantId": {
"type": "string",
"description": "If this participant is a coach, then this will be the id of the participant that is being coached."
},
"attributes": {
"type": "object",
"description": "Additional participant attributes"
},
"calls": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"direction": {
"type": "string",
"description": "The direction of the call"
},
"recording": {
"type": "boolean",
"description": "True if this call is being recorded."
},
"recordingState": {
"type": "string",
"description": "State of recording on this call."
},
"recordersState": {
"type": "object"
},
"muted": {
"type": "boolean",
"description": "True if this call is muted so that remote participants can't hear any audio from this end."
},
"confined": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears hold music."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"securePause": {
"type": "boolean",
"description": "True when the recording of this call is in secure pause status."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this call."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the call was placed on hold in the cloud clock if the call is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"documentId": {
"type": "string",
"description": "If call is an outbound fax of a document from content management, then this is the id in content management."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectReasons": {
"type": "array",
"description": "List of reasons that this call was disconnected. This will be set once the call disconnects."
},
"faxStatus": {
"type": "object"
},
"provider": {
"type": "string",
"description": "The source provider for the call."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"uuiData": {
"type": "string",
"description": "User to User Information (UUI) data managed by SIP session application."
},
"self": {
"type": "object"
},
"other": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"agentAssistantId": {
"type": "string",
"description": "UUID of virtual agent assistant that provide suggestions to the agent participant during the conversation."
},
"transferSource": {
"type": "string",
"description": "Indicates how call reaches the agent."
},
"queueMediaSettings": {
"type": "object"
},
"disposition": {
"type": "object"
}
}
},
"description": "The calls value"
},
"callbacks": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's callback, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the call"
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the callback was placed on hold in the cloud clock if the callback is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"dialerPreview": {
"type": "object"
},
"voicemail": {
"type": "object"
},
"callbackNumbers": {
"type": "array",
"description": "The phone number(s) to use to place the callback."
},
"callbackUserName": {
"type": "string",
"description": "The name of the user requesting a callback."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"externalCampaign": {
"type": "boolean",
"description": "True if the call for the callback uses external dialing."
},
"skipEnabled": {
"type": "boolean",
"description": "True if the ability to skip a callback should be enabled."
},
"timeoutSeconds": {
"type": "integer",
"description": "The number of seconds before the system automatically places a call for a callback. 0 means the automatic placement is disabled."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"callbackScheduledTime": {
"type": "string",
"description": "The timestamp when this communication is scheduled in the provider clock. If this value is missing it indicates the callback will be placed immediately. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"automatedCallbackConfigId": {
"type": "string",
"description": "The id of the config for automatically placing the callback (and handling the disposition). If null, the callback will not be placed automatically but routed to an agent as per normal."
},
"provider": {
"type": "string",
"description": "The source provider for the callback."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"callerId": {
"type": "string",
"description": "The phone number displayed to recipients of the phone call. The value should conform to the E164 format."
},
"callerIdName": {
"type": "string",
"description": "The name displayed to recipients of the phone call."
},
"queueMediaSettings": {
"type": "object"
}
}
},
"description": "The callbacks value"
},
"chats": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"roomId": {
"type": "string",
"description": "The room id for the chat."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this chat."
},
"segments": {
"type": "array",
"description": "The time line of the participant's chat, divided into activity segments."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"direction": {
"type": "string",
"description": "The direction of the chat"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the chat was placed on hold in the cloud clock if the chat is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the email."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"avatarImageUrl": {
"type": "string",
"description": "If available, the URI to the avatar image of this communication."
},
"journeyContext": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"queueMediaSettings": {
"type": "object"
}
}
},
"description": "The chats value"
},
"cobrowsesessions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"self": {
"type": "object"
},
"cobrowseSessionId": {
"type": "string",
"description": "The co-browse session ID."
},
"cobrowseRole": {
"type": "string",
"description": "This value identifies the role of the co-browse client within the co-browse session (a client is a sharer or a viewer)."
},
"controlling": {
"type": "array",
"description": "ID of co-browse participants for which this client has been granted control (list is empty if this client cannot control any shared pages)."
},
"viewerUrl": {
"type": "string",
"description": "The URL that can be used to open co-browse session in web browser."
},
"providerEventTime": {
"type": "string",
"description": "The time when the provider event which triggered this conversation update happened in the corrected provider clock (milliseconds since 1970-01-01 00:00:00 UTC). Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the co-browse session."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The cobrowsesessions value"
},
"emails": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"subject": {
"type": "string",
"description": "The subject for the initial email that started this conversation."
},
"messagesSent": {
"type": "integer",
"description": "The number of email messages sent by this participant."
},
"segments": {
"type": "array",
"description": "The time line of the participant's email, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the email"
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this call."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the email was placed on hold in the cloud clock if the email is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"autoGenerated": {
"type": "boolean",
"description": "Indicates that the email was auto-generated like an Out of Office reply."
},
"provider": {
"type": "string",
"description": "The source provider for the email."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"messageId": {
"type": "string",
"description": "A globally unique identifier for the stored content of this communication."
},
"draftAttachments": {
"type": "array",
"description": "A list of uploaded attachments on the email draft."
},
"spam": {
"type": "boolean",
"description": "Indicates if the inbound email was marked as spam."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"queueMediaSettings": {
"type": "object"
},
"parkTime": {
"type": "string",
"description": "Represents the time when an email was put into parked state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The emails value"
},
"messages": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"segments": {
"type": "array",
"description": "The time line of the participant's message, divided into activity segments."
},
"direction": {
"type": "string",
"description": "The direction of the message."
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this message."
},
"errorInfo": {
"type": "object"
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the message was placed on hold in the cloud clock if the message is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the message."
},
"authenticated": {
"type": "boolean",
"description": "If true, the participant member is authenticated."
},
"type": {
"type": "string",
"description": "Indicates the type of message platform from which the message originated."
},
"recipientCountry": {
"type": "string",
"description": "Indicates the country where the recipient is associated in ISO 3166-1 alpha-2 format."
},
"recipientType": {
"type": "string",
"description": "The type of the recipient. Eg: Provisioned phoneNumber is the recipient for sms message type."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"toAddress": {
"type": "object"
},
"fromAddress": {
"type": "object"
},
"messages": {
"type": "array",
"description": "The messages sent on this communication channel."
},
"journeyContext": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
},
"agentAssistantId": {
"type": "string",
"description": "UUID of virtual agent assistant that provide suggestions to the agent participant during the conversation."
},
"byoSmsIntegrationId": {
"type": "string",
"description": "The internal id representing the customer supplied sms integration message."
},
"queueMediaSettings": {
"type": "object"
},
"engagementSource": {
"type": "string"
},
"resumeTime": {
"type": "string",
"description": "Represents the time when a parked message will resume. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"parkTime": {
"type": "string",
"description": "Represents the time when an message was put into parked state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "The messages value"
},
"internalMessages": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's internal message, divided into activity segments."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the message."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"targetUserId": {
"type": "string",
"description": "The user ID for the participant on receiving side of the internal message conversation."
},
"sourceUserId": {
"type": "string",
"description": "The user ID for the participant on sending side of the internal message conversation."
},
"toAddress": {
"type": "object"
},
"fromAddress": {
"type": "object"
},
"messages": {
"type": "array",
"description": "The messages sent on this communication channel."
}
}
},
"description": "Internal Messages"
},
"screenMonitorings": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's Screen Monitoring media, divided into activity segments."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"provider": {
"type": "string",
"description": "The source provider of Screen Monitoring media."
},
"targetUser": {
"type": "object"
},
"screenMonitoring": {
"type": "object"
},
"monitoringType": {
"type": "string",
"description": "The screen monitoring type."
},
"count": {
"type": "integer",
"description": "Number of Screen Monitoring sessions the targetUserId is involved in."
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
}
}
},
"description": "Screen Monitorings"
},
"screenshares": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"context": {
"type": "string",
"description": "The room id context (xmpp jid) for the conference session."
},
"sharing": {
"type": "boolean",
"description": "Indicates whether this participant is sharing their screen."
},
"peerCount": {
"type": "integer",
"description": "The number of peer participants from the perspective of the participant in the conference."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the screen share."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"segments": {
"type": "array",
"description": "The time line of the participant's call, divided into activity segments."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The screenshares value"
},
"socialExpressions": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"socialMediaId": {
"type": "string",
"description": "A globally unique identifier for the social media."
},
"socialMediaHub": {
"type": "string",
"description": "The social network of the communication"
},
"socialUserName": {
"type": "string",
"description": "The user name for the communication."
},
"previewText": {
"type": "string",
"description": "The text preview of the communication contents"
},
"recordingId": {
"type": "string",
"description": "A globally unique identifier for the recording associated with this chat."
},
"segments": {
"type": "array",
"description": "The time line of the participant's chat, divided into activity segments."
},
"held": {
"type": "boolean",
"description": "True if this call is held and the person on this side hears silence."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startHoldTime": {
"type": "string",
"description": "The timestamp the chat was placed on hold in the cloud clock if the chat is currently on hold. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the social expression."
},
"scriptId": {
"type": "string",
"description": "The UUID of the script to use."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "Social Expressions"
},
"videos": {
"type": "array",
"items": {
"type": "object",
"properties": {
"state": {
"type": "string",
"description": "The connection state of this communication."
},
"initialState": {
"type": "string",
"description": "The initial connection state of this communication."
},
"id": {
"type": "string",
"description": "A globally unique identifier for this communication."
},
"context": {
"type": "string",
"description": "The room id context (xmpp jid) for the conference session."
},
"audioMuted": {
"type": "boolean",
"description": "Indicates whether this participant has muted their outgoing audio."
},
"videoMuted": {
"type": "boolean",
"description": "Indicates whether this participant has muted/paused their outgoing video."
},
"sharingScreen": {
"type": "boolean",
"description": "Indicates whether this participant is sharing their screen to the session."
},
"peerCount": {
"type": "integer",
"description": "The number of peer participants from the perspective of the participant in the conference."
},
"disconnectType": {
"type": "string",
"description": "System defined string indicating what caused the communication to disconnect. Will be null until the communication disconnects."
},
"startAlertingTime": {
"type": "string",
"description": "The timestamp the communication has when it is first put into an alerting state. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"connectedTime": {
"type": "string",
"description": "The timestamp when this communication was connected in the cloud clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"disconnectedTime": {
"type": "string",
"description": "The timestamp when this communication disconnected from the conversation in the provider clock. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"provider": {
"type": "string",
"description": "The source provider for the video."
},
"peerId": {
"type": "string",
"description": "The id of the peer communication corresponding to a matching leg for this communication."
},
"msids": {
"type": "array",
"description": "List of media stream ids"
},
"self": {
"type": "object"
},
"wrapup": {
"type": "object"
},
"afterCallWork": {
"type": "object"
},
"afterCallWorkRequired": {
"type": "boolean",
"description": "Indicates if after-call work is required for a communication. Only used when the ACW Setting is Agent Requested."
}
}
},
"description": "The videos value"
},
"evaluations": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The globally unique identifier for the object."
},
"name": {
"type": "string"
},
"conversation": {
"type": "object"
},
"evaluationForm": {
"type": "object"
},
"evaluator": {
"type": "object"
},
"agent": {
"type": "object"
},
"calibration": {
"type": "object"
},
"status": {
"type": "string"
},
"answers": {
"type": "object"
},
"agentHasRead": {
"type": "boolean"
},
"assignee": {
"type": "object"
},
"assigneeApplicable": {
"type": "boolean",
"description": "Indicates whether an assignee is applicable for the evaluation. Set to false when assignee is not applicable."
},
"releaseDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"assignedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"createdDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"changedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"submittedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"revisionCreatedDate": {
"type": "string",
"description": "Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"queue": {
"type": "object"
},
"mediaType": {
"type": "array",
"description": "List of different communication types used in conversation."
},
"divisionIds": {
"type": "array",
"description": "Evaluation is assigned in the following division(s)."
},
"rescore": {
"type": "boolean",
"description": "Is only true when evaluation is re-scored."
},
"conversationDate": {
"type": "string",
"description": "Creation date of the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"conversationEndDate": {
"type": "string",
"description": "End date of conversation if it had completed before evaluation creation. Null if created before the conversation ended. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"neverRelease": {
"type": "boolean",
"description": "Signifies if the evaluation is never to be released. This cannot be set true if release date is also set."
},
"assigned": {
"type": "boolean",
"description": "Set to false to unassign the evaluation. This cannot be set to false when assignee is also set."
},
"dateAssigneeChanged": {
"type": "string",
"description": "Date when the assignee was last changed. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"resourceId": {
"type": "string",
"description": "Only used for email evaluations. Will be null for all other evaluations."
},
"resourceType": {
"type": "string",
"description": "The type of resource. Only used for email evaluations. Will be null for evaluations on all other resources."
},
"redacted": {
"type": "boolean",
"description": "Is only true when the user making the request does not have sufficient permissions to see evaluation"
},
"agentTeam": {
"type": "object"
},
"isScoringIndex": {
"type": "boolean"
},
"authorizedActions": {
"type": "array",
"description": "List of user authorized actions on evaluation. Possible values: assign, edit, editScore, editAgentSignoff, delete, release, viewAudit"
},
"hasAssistanceFailed": {
"type": "boolean",
"description": "Is true when evaluation assistance didn't execute successfully"
},
"evaluationSource": {
"type": "object"
},
"aiScoring": {
"type": "object"
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
}
}
},
"description": "The evaluations value"
},
"screenRecordingState": {
"type": "string",
"enum": [
"requested",
"active",
"paused",
"stopped",
"error",
"timeout"
],
"description": "The current screen recording state for this participant."
},
"flaggedReason": {
"type": "string",
"enum": [
"general"
],
"description": "The reason specifying why participant flagged the conversation."
},
"startAcwTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant started after-call work. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"endAcwTime": {
"type": "string",
"format": "date-time",
"description": "The timestamp when this participant ended after-call work. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"bargedParticipantId": {
"type": "string",
"description": "If this participant barged in a participant's call, then this will be the id of the targeted participant."
}
}
},
"description": "The list of all participants in the conversation."
},
"recentTransfers": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "The id of the command."
},
"state": {
"type": "string",
"enum": [
"Pending",
"Active",
"Complete",
"Canceled",
"Failed",
"Timeout",
"Unknown"
],
"description": "The state of the command."
},
"dateIssued": {
"type": "string",
"format": "date-time",
"description": "The date/time that this command was issued. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"initiator": {
"type": "object",
"description": "The initiator value"
},
"modifiedBy": {
"type": "object",
"description": "Modified By"
},
"destination": {
"type": "object",
"description": "The destination value"
},
"transferType": {
"type": "string",
"enum": [
"Attended",
"Unattended"
],
"description": "The type of transfer to perform."
}
}
},
"description": "The list of the most recent 20 transfer commands applied to this conversation."
},
"recordingState": {
"type": "string",
"description": "On update, 'paused' initiates a secure pause, 'active' resumes any paused recordings; otherwise indicates state of conversation recording.",
"enum": [
"ACTIVE",
"PAUSED",
"NONE"
]
},
"securePause": {
"type": "boolean",
"description": "True when the recording of this conversation is in secure pause status."
},
"selfUri": {
"type": "string",
"description": "The URI for this object"
},
"startTime": {
"type": "string",
"description": "The time when the conversation started. This will be the time when the first participant joined the conversation. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"state": {
"type": "string",
"description": "On update, 'disconnected' will disconnect the conversation. No other values are valid. When reading conversations, this field will never have a value present.",
"enum": [
"alerting",
"dialing",
"contacting",
"offering",
"connected",
"disconnected",
"terminated",
"converting",
"uploading",
"transmitting",
"parked",
"none"
]
},
"utilizationLabelId": {
"type": "string",
"description": "An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level"
}
},
"required": [
"PCID",
"conversationId",
"userId",
"participants",
"startTime"
]
}
```
***
## genesys\_conversations\_post\_callback\_participant\_communication\_wrapup
Apply wrap-up for this conversation communication
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------------- | --------- | -------- | ------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `communicationId` | string | Yes | — | Communication Id |
| `code` | string | No | — | The user configured wrap up code id. |
| `disableEndTimeUpdates` | boolean | No | — | Prevent updates to wrapup end time when set to true. |
| `durationSeconds` | integer | No | — | The length of time in seconds that the agent spent doing after call work. |
| `endTime` | string | No | — | The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `name` | string | No | — | The user configured wrap up code name. |
| `notes` | string | No | — | Text entered by the agent to describe the call or disposition. |
| `provisional` | boolean | No | — | Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later. |
| `tags` | string\[] | No | — | List of tags selected by the agent to describe the call or disposition. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"tags": {
"type": "array",
"items": {
"type": "string"
},
"description": "List of tags selected by the agent to describe the call or disposition."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"communicationId"
]
}
```
***
## genesys\_conversations\_post\_callback\_participant\_replace
Replace this participant with the specified user and/or address
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------------- | ------- | -------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `participantId` | string | Yes | — | Participant Id |
| `address` | string | No | — | The user ID or queue ID of the transfer target. Address like a phone number can not be used for callbacks, but they can be used for other forms of communication. |
| `keepInternalMessageAlive` | boolean | No | — | If true, the digital internal message will NOT be terminated. |
| `queueId` | string | No | — | The queue ID of the transfer target. |
| `transferType` | string | No | — | The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended. |
| `userId` | string | No | — | The user ID of the transfer target. |
| `userName` | string | No | — | The user name of the transfer target. |
| `voicemail` | boolean | No | — | If true, transfer to the voicemail inbox of the participant that is being replaced. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"participantId": {
"type": "string",
"description": "Participant Id"
},
"address": {
"type": "string",
"description": "The user ID or queue ID of the transfer target. Address like a phone number can not be used for callbacks, but they can be used for other forms of communication."
},
"keepInternalMessageAlive": {
"type": "boolean",
"description": "If true, the digital internal message will NOT be terminated."
},
"queueId": {
"type": "string",
"description": "The queue ID of the transfer target."
},
"transferType": {
"type": "string",
"description": "The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended.",
"enum": [
"Attended",
"Unattended"
]
},
"userId": {
"type": "string",
"description": "The user ID of the transfer target."
},
"userName": {
"type": "string",
"description": "The user name of the transfer target."
},
"voicemail": {
"type": "boolean",
"description": "If true, transfer to the voicemail inbox of the participant that is being replaced."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_callbacks
Create a Callback
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------------------------- | --------- | -------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| `callbackNumbers` | string\[] | Yes | — | A list of phone numbers for the callback. |
| `callbackScheduledTime` | string | No | — | The scheduled date-time for the callback as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss.SSSZ |
| `callbackUserName` | string | No | — | The name of the party to be called back. |
| `callerId` | string | No | — | The phone number displayed to recipients when a phone call is placed as part of the callback. Must conform to the E.164 format. May be overridden by other settings in the system such as external trunk settings. Telco support for "callerId" varies. |
| `callerIdName` | string | No | — | The name displayed to recipients when a phone call is placed as part of the callback. May be overridden by other settings in the system such as external trunk settings. Telco support for "callerIdName" varies. |
| `countryCode` | string | No | — | The country code to be associated with the callback numbers. |
| `customerFirstCallbackDeliveryMode` | string | No | — | How customer-first callback agent reservation is applied for this callback. useAgentReservation forces reservation on; noAgentReservation forces it off; useQueueSetting uses the queue configuration. |
| `data` | object | No | — | A map of key-value pairs containing additional data that can be associated to the callback. These values will appear in the attributes property on the conversation participant. Example: \{ "notes": "ready to close the deal!", "customerPreferredName": "Doc" } |
| `queueId` | string | No | — | The identifier of the queue to be used for the callback. Either queueId or routingData is required. |
| `routingData` | object | No | — | Routing Data |
| `scriptId` | string | No | — | The identifier of the script to be used for the callback |
| `validateCallbackNumbers` | boolean | No | — | Whether or not to validate the callback numbers for phone number format. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"callbackNumbers": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of phone numbers for the callback."
},
"callbackScheduledTime": {
"type": "string",
"description": "The scheduled date-time for the callback as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss.SSSZ"
},
"callbackUserName": {
"type": "string",
"description": "The name of the party to be called back."
},
"callerId": {
"type": "string",
"description": "The phone number displayed to recipients when a phone call is placed as part of the callback. Must conform to the E.164 format. May be overridden by other settings in the system such as external trunk settings. Telco support for \"callerId\" varies."
},
"callerIdName": {
"type": "string",
"description": "The name displayed to recipients when a phone call is placed as part of the callback. May be overridden by other settings in the system such as external trunk settings. Telco support for \"callerIdName\" varies."
},
"countryCode": {
"type": "string",
"description": "The country code to be associated with the callback numbers."
},
"customerFirstCallbackDeliveryMode": {
"type": "string",
"description": "How customer-first callback agent reservation is applied for this callback. useAgentReservation forces reservation on; noAgentReservation forces it off; useQueueSetting uses the queue configuration.",
"enum": [
"UseQueueSetting",
"UseAgentReservation",
"NoAgentReservation"
]
},
"data": {
"type": "object",
"description": "A map of key-value pairs containing additional data that can be associated to the callback. These values will appear in the attributes property on the conversation participant. Example: { \"notes\": \"ready to close the deal!\", \"customerPreferredName\": \"Doc\" }"
},
"queueId": {
"type": "string",
"description": "The identifier of the queue to be used for the callback. Either queueId or routingData is required."
},
"routingData": {
"type": "object",
"description": "Routing Data",
"properties": {
"queueId": {
"type": "string",
"description": "The identifier of the routing queue"
},
"languageId": {
"type": "string",
"description": "The identifier of a language to be considered in routing"
},
"label": {
"type": "string",
"description": "An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level"
},
"priority": {
"type": "integer",
"description": "The priority for routing"
},
"skillIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of skill identifiers to be considered in routing"
},
"skillExpression": {
"type": "string",
"description": "Optional skill expression for routing when skillIds are present. Used to match agents by a logical expression over skills."
},
"preferredAgentIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of agents to be preferred in routing"
},
"scoredAgents": {
"type": "array",
"items": {
"type": "object"
},
"description": "A list of scored agents for routing decisions. For Agent Owned Callbacks use one scored agent with a score of 100."
},
"routingFlags": {
"type": "array",
"items": {
"type": "string"
},
"description": "An array of flags indicating how the conversation should be routed. Use \"AGENT_OWNED_CALLBACK\" when creating an Agent Owned Callback."
}
},
"required": [
"queueId"
]
},
"scriptId": {
"type": "string",
"description": "The identifier of the script to be used for the callback"
},
"validateCallbackNumbers": {
"type": "boolean",
"description": "Whether or not to validate the callback numbers for phone number format."
}
},
"required": [
"PCID",
"callbackNumbers"
]
}
```
***
## genesys\_conversations\_post\_calls
Create a call conversation
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------------ | --------- | -------- | ------- | --------------------------------------------------------------------------------------------------------------------- |
| `attributes` | object | No | — | The list of attributes to associate with the customer participant. |
| `callerId` | string | No | — | The caller id phone number for this outbound call. |
| `callerIdName` | string | No | — | The caller id name for this outbound call. |
| `callFromQueueId` | string | No | — | The queue ID to call on behalf of. |
| `callQueueId` | string | No | — | The queue ID to call. |
| `callUserId` | string | No | — | The user ID to call. |
| `conversationIds` | string\[] | No | — | The list of existing call conversations to merge into a new ad-hoc conference. |
| `externalContactId` | string | No | — | The external contact with which to associate the call. |
| `label` | string | No | — | An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level |
| `languageId` | string | No | — | The language skill ID to use for routing this call (if calling a queue). |
| `participants` | object\[] | No | — | The list of participants to call to create a new ad-hoc conference. |
| `phoneNumber` | string | No | — | The phone number to dial. |
| `priority` | integer | No | — | The priority to assign to this call (if calling a queue). |
| `routingSkillExpression` | string | No | — | The skill expression to use for routing this call (if calling a queue). |
| `routingSkillsIds` | string\[] | No | — | The skill ID's to use for routing this call (if calling a queue). |
| `uuiData` | string | No | — | User to User Information (UUI) data managed by SIP session application. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"attributes": {
"type": "object",
"description": "The list of attributes to associate with the customer participant."
},
"callerId": {
"type": "string",
"description": "The caller id phone number for this outbound call."
},
"callerIdName": {
"type": "string",
"description": "The caller id name for this outbound call."
},
"callFromQueueId": {
"type": "string",
"description": "The queue ID to call on behalf of."
},
"callQueueId": {
"type": "string",
"description": "The queue ID to call."
},
"callUserId": {
"type": "string",
"description": "The user ID to call."
},
"conversationIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "The list of existing call conversations to merge into a new ad-hoc conference."
},
"externalContactId": {
"type": "string",
"description": "The external contact with which to associate the call."
},
"label": {
"type": "string",
"description": "An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level"
},
"languageId": {
"type": "string",
"description": "The language skill ID to use for routing this call (if calling a queue)."
},
"participants": {
"type": "array",
"items": {
"type": "object",
"properties": {
"address": {
"type": "string",
"description": "Address or phone number."
},
"name": {
"type": "string",
"description": "The name of the internal user."
},
"userId": {
"type": "string",
"description": "The user ID."
},
"queueId": {
"type": "string",
"description": "The queue ID."
}
}
},
"description": "The list of participants to call to create a new ad-hoc conference."
},
"phoneNumber": {
"type": "string",
"description": "The phone number to dial."
},
"priority": {
"type": "integer",
"description": "The priority to assign to this call (if calling a queue)."
},
"routingSkillExpression": {
"type": "string",
"description": "The skill expression to use for routing this call (if calling a queue)."
},
"routingSkillsIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "The skill ID's to use for routing this call (if calling a queue)."
},
"uuiData": {
"type": "string",
"description": "User to User Information (UUI) data managed by SIP session application."
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_post\_calls\_user\_user\_id
Create a call conversation on behalf of a user
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------------ | --------- | -------- | ------- | --------------------------------------------------------------------------------------------------------------------- |
| `userId` | string | Yes | — | User Id |
| `attributes` | object | No | — | The list of attributes to associate with the customer participant. |
| `callerId` | string | No | — | The caller id phone number for this outbound call. |
| `callerIdName` | string | No | — | The caller id name for this outbound call. |
| `callFromQueueId` | string | No | — | The queue ID to call on behalf of. |
| `callQueueId` | string | No | — | The queue ID to call. |
| `callUserId` | string | No | — | The user ID to call. |
| `conversationIds` | string\[] | No | — | The list of existing call conversations to merge into a new ad-hoc conference. |
| `externalContactId` | string | No | — | The external contact with which to associate the call. |
| `label` | string | No | — | An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level |
| `languageId` | string | No | — | The language skill ID to use for routing this call (if calling a queue). |
| `participants` | object\[] | No | — | The list of participants to call to create a new ad-hoc conference. |
| `phoneNumber` | string | No | — | The phone number to dial. |
| `priority` | integer | No | — | The priority to assign to this call (if calling a queue). |
| `routingSkillExpression` | string | No | — | The skill expression to use for routing this call (if calling a queue). |
| `routingSkillsIds` | string\[] | No | — | The skill ID's to use for routing this call (if calling a queue). |
| `uuiData` | string | No | — | User to User Information (UUI) data managed by SIP session application. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"userId": {
"type": "string",
"description": "User Id"
},
"attributes": {
"type": "object",
"description": "The list of attributes to associate with the customer participant."
},
"callerId": {
"type": "string",
"description": "The caller id phone number for this outbound call."
},
"callerIdName": {
"type": "string",
"description": "The caller id name for this outbound call."
},
"callFromQueueId": {
"type": "string",
"description": "The queue ID to call on behalf of."
},
"callQueueId": {
"type": "string",
"description": "The queue ID to call."
},
"callUserId": {
"type": "string",
"description": "The user ID to call."
},
"conversationIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "The list of existing call conversations to merge into a new ad-hoc conference."
},
"externalContactId": {
"type": "string",
"description": "The external contact with which to associate the call."
},
"label": {
"type": "string",
"description": "An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level"
},
"languageId": {
"type": "string",
"description": "The language skill ID to use for routing this call (if calling a queue)."
},
"participants": {
"type": "array",
"items": {
"type": "object",
"properties": {
"address": {
"type": "string",
"description": "Address or phone number."
},
"name": {
"type": "string",
"description": "The name of the internal user."
},
"userId": {
"type": "string",
"description": "The user ID."
},
"queueId": {
"type": "string",
"description": "The queue ID."
}
}
},
"description": "The list of participants to call to create a new ad-hoc conference."
},
"phoneNumber": {
"type": "string",
"description": "The phone number to dial."
},
"priority": {
"type": "integer",
"description": "The priority to assign to this call (if calling a queue)."
},
"routingSkillExpression": {
"type": "string",
"description": "The skill expression to use for routing this call (if calling a queue)."
},
"routingSkillsIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "The skill ID's to use for routing this call (if calling a queue)."
},
"uuiData": {
"type": "string",
"description": "User to User Information (UUI) data managed by SIP session application."
}
},
"required": [
"PCID",
"userId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_assign
Attempts to manually assign a specified conversation to a specified user. Ignores bullseye ring, PAR score, skills, and languages.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `id` | string | Yes | — | The globally unique identifier for this user. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"id": {
"type": "string",
"description": "The globally unique identifier for this user."
}
},
"required": [
"PCID",
"conversationId",
"id"
]
}
```
***
## genesys\_conversations\_post\_conversation\_barge
Barge a conversation creating a barged in conference of connected participants.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_cobrowse
Creates a cobrowse session. Requires "conversation:cobrowse:add" (for web messaging) or "conversation:cobrowsevoice:add" permission.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | Conversation ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_communication\_agentchecklist
Agent Checklist activation API
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------------- | ------ | -------- | ------- | -------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation ID |
| `communicationId` | string | Yes | — | Communication ID |
| `agentChecklistId` | string | Yes | — | Agent Checklist ID |
| `activationTriggerType` | string | Yes | — | Trigger type that activated this checklist. |
| `agentId` | string | No | — | Agent ID. |
| `assistantId` | string | No | — | Assistant ID. |
| `direction` | string | No | — | Direction of the conversation. |
| `intentId` | string | No | — | The intent ID if checklist was triggered by an intent. |
| `intentName` | string | No | — | The intent name if checklist was triggered by an intent. |
| `language` | string | Yes | — | Language associated with the checklist. |
| `mediaType` | string | No | — | Media type. |
| `participantId` | string | No | — | Participant ID. |
| `queueId` | string | No | — | Queue ID. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"communicationId": {
"type": "string",
"description": "Communication ID"
},
"agentChecklistId": {
"type": "string",
"description": "Agent Checklist ID"
},
"activationTriggerType": {
"type": "string",
"description": "Trigger type that activated this checklist.",
"enum": [
"Intent",
"ConversationStart"
]
},
"agentId": {
"type": "string",
"description": "Agent ID."
},
"assistantId": {
"type": "string",
"description": "Assistant ID."
},
"direction": {
"type": "string",
"description": "Direction of the conversation.",
"enum": [
"Inbound",
"Outbound"
]
},
"intentId": {
"type": "string",
"description": "The intent ID if checklist was triggered by an intent."
},
"intentName": {
"type": "string",
"description": "The intent name if checklist was triggered by an intent."
},
"language": {
"type": "string",
"description": "Language associated with the checklist."
},
"mediaType": {
"type": "string",
"description": "Media type.",
"enum": [
"Voice",
"Message",
"Email"
]
},
"participantId": {
"type": "string",
"description": "Participant ID."
},
"queueId": {
"type": "string",
"description": "Queue ID."
}
},
"required": [
"PCID",
"conversationId",
"communicationId",
"agentChecklistId",
"activationTriggerType",
"language"
]
}
```
***
## genesys\_conversations\_post\_conversation\_communication\_agentchecklist\_agentaction
API invoked to capture an agent action.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | --------- | -------- | ------- | --------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation ID |
| `communicationId` | string | Yes | — | Communication ID |
| `agentChecklistId` | string | Yes | — | Agent Checklist ID |
| `afterCallWork` | boolean | No | — | Boolean flag to indicate if the agent action is in ACW stage. |
| `checklistItems` | object\[] | Yes | — | The list of checklist items and the agent action taken on each one of them. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"communicationId": {
"type": "string",
"description": "Communication ID"
},
"agentChecklistId": {
"type": "string",
"description": "Agent Checklist ID"
},
"afterCallWork": {
"type": "boolean",
"description": "Boolean flag to indicate if the agent action is in ACW stage."
},
"checklistItems": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "ID of the checklist item."
},
"name": {
"type": "string",
"description": "Name of the checklist item."
},
"agentAction": {
"type": "string",
"enum": [
"Ticked",
"Unticked"
],
"description": "The agent action taken on a checklist item."
},
"selfUri": {
"type": "string",
"format": "uri",
"description": "The URI for this object"
}
},
"required": [
"agentAction",
"id",
"name"
]
},
"description": "The list of checklist items and the agent action taken on each one of them."
}
},
"required": [
"PCID",
"conversationId",
"communicationId",
"agentChecklistId",
"checklistItems"
]
}
```
***
## genesys\_conversations\_post\_conversation\_communication\_agentchecklist\_jobs
Create inference job
**Parameters:**
| Parameter | Type | Required | Default | Description |
| --------------------- | --------- | -------- | ------- | ------------------------------------------------------------------ |
| `conversationId` | string | Yes | — | Conversation ID |
| `communicationId` | string | Yes | — | Communication ID |
| `agentChecklistId` | string | Yes | — | Agent Checklist ID |
| `conversationContext` | object\[] | Yes | — | List of conversations on which checklist evaluation is to be done. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"communicationId": {
"type": "string",
"description": "Communication ID"
},
"agentChecklistId": {
"type": "string",
"description": "Agent Checklist ID"
},
"conversationContext": {
"type": "array",
"items": {
"type": "object",
"properties": {
"id": {
"type": "string",
"description": "ID of the conversation turn."
},
"participant": {
"type": "string",
"enum": [
"Internal",
"External"
],
"description": "Participant type of the entity."
},
"text": {
"type": "string",
"description": "The conversation text."
}
},
"required": [
"id",
"participant",
"text"
]
},
"description": "List of conversations on which checklist evaluation is to be done."
}
},
"required": [
"PCID",
"conversationId",
"communicationId",
"agentChecklistId",
"conversationContext"
]
}
```
***
## genesys\_conversations\_post\_conversation\_communication\_agentchecklists\_finalize
API invoked to finalize agent checklist evaluation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------ | -------- | ------- | ------------------------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation ID |
| `communicationId` | string | Yes | — | Communication ID |
| `exitReason` | string | Yes | — | Exit reason provided at the time of finalizing the checklist. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"communicationId": {
"type": "string",
"description": "Communication ID"
},
"exitReason": {
"type": "string",
"description": "Exit reason provided at the time of finalizing the checklist."
}
},
"required": [
"PCID",
"conversationId",
"communicationId",
"exitReason"
]
}
```
***
## genesys\_conversations\_post\_conversation\_communication\_internalmessages
Send internal message
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------- | ------ | -------- | ------- | ----------------------------- |
| `conversationId` | string | Yes | — | Conversation Id |
| `communicationId` | string | Yes | — | Communication Id |
| `text` | string | Yes | — | The body of the text message. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation Id"
},
"communicationId": {
"type": "string",
"description": "Communication Id"
},
"text": {
"type": "string",
"description": "The body of the text message."
}
},
"required": [
"PCID",
"conversationId",
"communicationId",
"text"
]
}
```
***
## genesys\_conversations\_post\_conversation\_disconnect
Performs a full conversation teardown. Issues disconnect requests for any connected media. Applies a system wrap-up code to any participants that are pending wrap-up. This is not intended to be the normal way of ending interactions but is available in the event of problems with the application to allow a resynchronization of state across all components. It is recommended that users submit a support case if they are relying on this endpoint systematically as there is likely something that needs investigation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_participant\_callbacks
Create a new callback for the specified participant on the conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------------------------- | --------- | -------- | ------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `callbackNumbers` | string\[] | Yes | — | A list of phone numbers for the callback. |
| `callbackScheduledTime` | string | No | — | The scheduled date-time for the callback as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss.SSSZ |
| `callbackUserName` | string | No | — | The name of the party to be called back. |
| `callerId` | string | No | — | The phone number displayed to recipients when a phone call is placed as part of the callback. Must conform to the E.164 format. May be overridden by other settings in the system such as external trunk settings. Telco support for "callerId" varies. |
| `callerIdName` | string | No | — | The name displayed to recipients when a phone call is placed as part of the callback. May be overridden by other settings in the system such as external trunk settings. Telco support for "callerIdName" varies. |
| `countryCode` | string | No | — | The country code to be associated with the callback numbers. |
| `customerFirstCallbackDeliveryMode` | string | No | — | How customer-first callback agent reservation is applied for this callback. useAgentReservation forces reservation on; noAgentReservation forces it off; useQueueSetting uses the queue configuration. |
| `data` | object | No | — | A map of key-value pairs containing additional data that can be associated to the callback. These values will appear in the attributes property on the conversation participant. Example: \{ "notes": "ready to close the deal!", "customerPreferredName": "Doc" } |
| `queueId` | string | No | — | The identifier of the queue to be used for the callback. Either queueId or routingData is required. |
| `routingData` | object | No | — | Routing Data |
| `scriptId` | string | No | — | The identifier of the script to be used for the callback |
| `validateCallbackNumbers` | boolean | No | — | Whether or not to validate the callback numbers for phone number format. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"callbackNumbers": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of phone numbers for the callback."
},
"callbackScheduledTime": {
"type": "string",
"description": "The scheduled date-time for the callback as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss.SSSZ"
},
"callbackUserName": {
"type": "string",
"description": "The name of the party to be called back."
},
"callerId": {
"type": "string",
"description": "The phone number displayed to recipients when a phone call is placed as part of the callback. Must conform to the E.164 format. May be overridden by other settings in the system such as external trunk settings. Telco support for \"callerId\" varies."
},
"callerIdName": {
"type": "string",
"description": "The name displayed to recipients when a phone call is placed as part of the callback. May be overridden by other settings in the system such as external trunk settings. Telco support for \"callerIdName\" varies."
},
"countryCode": {
"type": "string",
"description": "The country code to be associated with the callback numbers."
},
"customerFirstCallbackDeliveryMode": {
"type": "string",
"description": "How customer-first callback agent reservation is applied for this callback. useAgentReservation forces reservation on; noAgentReservation forces it off; useQueueSetting uses the queue configuration.",
"enum": [
"UseQueueSetting",
"UseAgentReservation",
"NoAgentReservation"
]
},
"data": {
"type": "object",
"description": "A map of key-value pairs containing additional data that can be associated to the callback. These values will appear in the attributes property on the conversation participant. Example: { \"notes\": \"ready to close the deal!\", \"customerPreferredName\": \"Doc\" }"
},
"queueId": {
"type": "string",
"description": "The identifier of the queue to be used for the callback. Either queueId or routingData is required."
},
"routingData": {
"type": "object",
"description": "Routing Data",
"properties": {
"queueId": {
"type": "string",
"description": "The identifier of the routing queue"
},
"languageId": {
"type": "string",
"description": "The identifier of a language to be considered in routing"
},
"label": {
"type": "string",
"description": "An optional label that categorizes the conversation. Max-utilization settings can be configured at a per-label level"
},
"priority": {
"type": "integer",
"description": "The priority for routing"
},
"skillIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of skill identifiers to be considered in routing"
},
"skillExpression": {
"type": "string",
"description": "Optional skill expression for routing when skillIds are present. Used to match agents by a logical expression over skills."
},
"preferredAgentIds": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of agents to be preferred in routing"
},
"scoredAgents": {
"type": "array",
"items": {
"type": "object"
},
"description": "A list of scored agents for routing decisions. For Agent Owned Callbacks use one scored agent with a score of 100."
},
"routingFlags": {
"type": "array",
"items": {
"type": "string"
},
"description": "An array of flags indicating how the conversation should be routed. Use \"AGENT_OWNED_CALLBACK\" when creating an Agent Owned Callback."
}
},
"required": [
"queueId"
]
},
"scriptId": {
"type": "string",
"description": "The identifier of the script to be used for the callback"
},
"validateCallbackNumbers": {
"type": "boolean",
"description": "Whether or not to validate the callback numbers for phone number format."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"callbackNumbers"
]
}
```
***
## genesys\_conversations\_post\_conversation\_participant\_digits
Sends DTMF to the participant
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | -------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `digits` | string | No | — | A string representing the digits pressed on phone. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"digits": {
"type": "string",
"description": "A string representing the digits pressed on phone."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_participant\_internalmessages\_users\_communications
Setup internal message communication with user
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | -------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `targetUserId` | string | Yes | — | The user ID of the target. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"targetUserId": {
"type": "string",
"description": "The user ID of the target."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"targetUserId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_participant\_replace\_agent
Replace this participant with the specified agent
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------------- | ------- | -------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `keepInternalMessageAlive` | boolean | No | — | If true, the digital internal message will NOT be terminated. |
| `transferType` | string | No | — | The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended. |
| `userDisplayName` | string | No | — | The name of the internal user. |
| `userId` | string | No | — | The id of the internal user. |
| `userName` | string | No | — | The userName (like user’s email) of the internal user. |
| `voicemail` | boolean | No | — | If true, transfer to the voicemail inbox of the participant that is being replaced. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"keepInternalMessageAlive": {
"type": "boolean",
"description": "If true, the digital internal message will NOT be terminated."
},
"transferType": {
"type": "string",
"description": "The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended.",
"enum": [
"Attended",
"Unattended"
]
},
"userDisplayName": {
"type": "string",
"description": "The name of the internal user."
},
"userId": {
"type": "string",
"description": "The id of the internal user."
},
"userName": {
"type": "string",
"description": "The userName (like user’s email) of the internal user."
},
"voicemail": {
"type": "boolean",
"description": "If true, transfer to the voicemail inbox of the participant that is being replaced."
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_participant\_replace\_contact\_external
Replace this participant with the an external contact
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------------- | ------- | -------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `contactId` | string | Yes | — | The external contact id. |
| `keepInternalMessageAlive` | boolean | No | — | If true, the digital internal message will NOT be terminated. |
| `phoneType` | string | Yes | — | The external contact phone type. |
| `transferType` | string | No | — | The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"contactId": {
"type": "string",
"description": "The external contact id."
},
"keepInternalMessageAlive": {
"type": "boolean",
"description": "If true, the digital internal message will NOT be terminated."
},
"phoneType": {
"type": "string",
"description": "The external contact phone type.",
"enum": [
"WorkPhone",
"CellPhone",
"HomePhone",
"OtherPhone"
]
},
"transferType": {
"type": "string",
"description": "The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended.",
"enum": [
"Attended",
"Unattended"
]
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"contactId",
"phoneType"
]
}
```
***
## genesys\_conversations\_post\_conversation\_participant\_replace\_queue
Replace this participant with the specified queue
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------------- | ------- | -------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `keepInternalMessageAlive` | boolean | No | — | If true, the digital internal message will NOT be terminated. |
| `queueId` | string | No | — | The id of the queue. |
| `queueName` | string | No | — | The name of the queue. |
| `transferType` | string | No | — | The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"keepInternalMessageAlive": {
"type": "boolean",
"description": "If true, the digital internal message will NOT be terminated."
},
"queueId": {
"type": "string",
"description": "The id of the queue."
},
"queueName": {
"type": "string",
"description": "The name of the queue."
},
"transferType": {
"type": "string",
"description": "The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended.",
"enum": [
"Attended",
"Unattended"
]
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_participant\_secureivrsessions
Create secure IVR session. Only a participant in the conversation can invoke a secure IVR.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| --------------------- | ------- | -------- | ------- | -------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `disconnect` | boolean | No | — | if true, disconnect the agent after creating the session |
| `flowId` | string | Yes | — | the flow id to execute in the secure session |
| `sourceParticipantId` | string | No | — | requesting participant |
| `userData` | string | Yes | — | user data for the secure session |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"disconnect": {
"type": "boolean",
"description": "if true, disconnect the agent after creating the session"
},
"flowId": {
"type": "string",
"description": "the flow id to execute in the secure session"
},
"sourceParticipantId": {
"type": "string",
"description": "requesting participant"
},
"userData": {
"type": "string",
"description": "user data for the secure session"
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"flowId",
"userData"
]
}
```
***
## genesys\_conversations\_post\_conversation\_participant\_transfer
Replace this participant by another one using the address of the destination.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------------------- | ------- | -------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
| `address` | string | No | — | User's name, queue's name, destination's address or phone number. |
| `keepInternalMessageAlive` | boolean | No | — | If true, the digital internal message will NOT be terminated. |
| `transferType` | string | No | — | The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
},
"address": {
"type": "string",
"description": "User's name, queue's name, destination's address or phone number."
},
"keepInternalMessageAlive": {
"type": "boolean",
"description": "If true, the digital internal message will NOT be terminated."
},
"transferType": {
"type": "string",
"description": "The type of transfer to perform. Attended, where the initiating agent maintains ownership of the conversation until the intended recipient accepts the transfer, or Unattended, where the initiating agent immediately disconnects. Default is Unattended.",
"enum": [
"Attended",
"Unattended"
]
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_post\_conversation\_suggestion\_engagement
Save an engagement on the suggestion.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | ------------------------------------------- |
| `conversationId` | string | Yes | — | Conversation ID |
| `suggestionId` | string | Yes | — | Suggestion ID |
| `engagementType` | string | Yes | — | The type of engagement with the suggestion. |
| `feedback` | object | No | — | The feedback value |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"suggestionId": {
"type": "string",
"description": "Suggestion ID"
},
"engagementType": {
"type": "string",
"description": "The type of engagement with the suggestion.",
"enum": [
"Dismissed",
"Copied",
"Opened",
"Feedback"
]
},
"feedback": {
"type": "object",
"description": "The feedback value",
"properties": {
"rating": {
"type": "string",
"description": "The rating value of the suggestion feedback.",
"enum": [
"Negative",
"Positive"
]
}
},
"required": [
"rating"
]
}
},
"required": [
"PCID",
"conversationId",
"suggestionId",
"engagementType"
]
}
```
***
## genesys\_conversations\_post\_conversation\_summary\_feedback
Submit feedback for the summary.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | ------------------------------------------------ |
| `conversationId` | string | Yes | — | Conversation ID |
| `summaryId` | string | Yes | — | Summary ID |
| `rating` | string | No | — | Agent’s rating for the system-generated summary. |
| `summary` | string | Yes | — | Agent's summary for the conversation |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "Conversation ID"
},
"summaryId": {
"type": "string",
"description": "Summary ID"
},
"rating": {
"type": "string",
"description": "Agent’s rating for the system-generated summary.",
"enum": [
"Positive",
"Negative",
"Unknown"
]
},
"summary": {
"type": "string",
"description": "Agent's summary for the conversation"
}
},
"required": [
"PCID",
"conversationId",
"summaryId",
"summary"
]
}
```
***
## genesys\_conversations\_post\_conversations\_call\_participant\_communication\_wrapup
Apply wrap-up for this conversation communication
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ----------------------- | ------- | -------- | ------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversationId |
| `participantId` | string | Yes | — | participantId |
| `communicationId` | string | Yes | — | communicationId |
| `code` | string | No | — | The user configured wrap up code id. |
| `disableEndTimeUpdates` | boolean | No | — | Prevent updates to wrapup end time when set to true. |
| `durationSeconds` | integer | No | — | The length of time in seconds that the agent spent doing after call work. |
| `endTime` | string | No | — | The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss\[.mmm]Z |
| `name` | string | No | — | The user configured wrap up code name. |
| `notes` | string | No | — | Text entered by the agent to describe the call or disposition. |
| `provisional` | boolean | No | — | Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later. |
| `tags` | any\[] | No | — | List of tags selected by the agent to describe the call or disposition. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversationId"
},
"participantId": {
"type": "string",
"description": "participantId"
},
"communicationId": {
"type": "string",
"description": "communicationId"
},
"code": {
"type": "string",
"description": "The user configured wrap up code id."
},
"disableEndTimeUpdates": {
"type": "boolean",
"description": "Prevent updates to wrapup end time when set to true."
},
"durationSeconds": {
"type": "integer",
"description": "The length of time in seconds that the agent spent doing after call work."
},
"endTime": {
"type": "string",
"description": "The timestamp when the wrapup was finished. Date time is represented as an ISO-8601 string. For example: yyyy-MM-ddTHH:mm:ss[.mmm]Z"
},
"name": {
"type": "string",
"description": "The user configured wrap up code name."
},
"notes": {
"type": "string",
"description": "Text entered by the agent to describe the call or disposition."
},
"provisional": {
"type": "boolean",
"description": "Indicates if this is a pending save and should not require a code to be specified. This allows someone to save some temporary wrapup that will be used later."
},
"tags": {
"type": "array",
"description": "List of tags selected by the agent to describe the call or disposition."
}
},
"required": [
"PCID",
"conversationId",
"participantId",
"communicationId"
]
}
```
***
## genesys\_conversations\_post\_conversations\_participants\_attributes\_search
Search conversations
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------- | ------ | -------- | ------- | -------------------------------------------------------------- |
| `cursor` | string | No | — | cursor |
| `query` | any\[] | No | — | query |
| `returnFields` | any\[] | No | — | returnFields |
| `sort` | any\[] | No | — | Multi-value sort order, list of multiple sort values |
| `sortBy` | string | No | — | The field in the resource that you want to sort the results by |
| `sortOrder` | string | No | — | The sort order for results |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"cursor": {
"type": "string",
"description": "cursor"
},
"query": {
"type": "array",
"description": "query"
},
"returnFields": {
"type": "array",
"description": "returnFields"
},
"sort": {
"type": "array",
"description": "Multi-value sort order, list of multiple sort values"
},
"sortBy": {
"type": "string",
"description": "The field in the resource that you want to sort the results by"
},
"sortOrder": {
"type": "string",
"description": "The sort order for results",
"enum": [
"ASC",
"DESC",
"SCORE"
]
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_post\_customattributes\_search
Search resources.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------ | --------- | -------- | ------- | -------------------------------------------------------------- |
| `expand` | string\[] | No | — | Expand your search with bulk lookups |
| `pageNumber` | integer | No | — | The page of resources you want to retrieve |
| `pageSize` | integer | No | — | The number of results per page |
| `sort` | object\[] | No | — | Multi-value sort order, list of multiple sort values |
| `sortBy` | string | No | — | The field in the resource that you want to sort the results by |
| `sortOrder` | string | No | — | The sort order for results |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"expand": {
"type": "array",
"items": {
"type": "string"
},
"description": "Expand your search with bulk lookups"
},
"pageNumber": {
"type": "integer",
"description": "The page of resources you want to retrieve"
},
"pageSize": {
"type": "integer",
"description": "The number of results per page"
},
"sort": {
"type": "array",
"items": {
"type": "object",
"properties": {
"sortOrder": {
"type": "string",
"enum": [
"ASC",
"DESC",
"SCORE"
],
"description": "The sort order for results"
},
"sortBy": {
"type": "string",
"description": "The field in the resource that you want to sort the results by"
}
}
},
"description": "Multi-value sort order, list of multiple sort values"
},
"sortBy": {
"type": "string",
"description": "The field in the resource that you want to sort the results by"
},
"sortOrder": {
"type": "string",
"description": "The sort order for results",
"enum": [
"ASC",
"DESC",
"SCORE"
]
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_post\_participants\_attributes\_search
Search conversations
**Parameters:**
| Parameter | Type | Required | Default | Description |
| -------------- | --------- | -------- | ------- | -------------------------------------------------------------- |
| `cursor` | string | No | — | Pagination cursor from a previous response |
| `query` | object\[] | No | — | Search query string |
| `returnFields` | string\[] | No | — | Return Fields |
| `sort` | object\[] | No | — | Multi-value sort order, list of multiple sort values |
| `sortBy` | string | No | — | The field in the resource that you want to sort the results by |
| `sortOrder` | string | No | — | The sort order for results |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"cursor": {
"type": "string",
"description": "Pagination cursor from a previous response"
},
"query": {
"type": "array",
"items": {
"type": "object",
"properties": {
"endValue": {
"type": "string",
"description": "The end value of the range. This field is used for range search types."
},
"values": {
"type": "array",
"items": {
"type": "string"
},
"description": "A list of values for the search to match against"
},
"startValue": {
"type": "string",
"description": "The start value of the range. This field is used for range search types."
},
"value": {
"type": "string",
"description": "A value for the search to match against"
},
"operator": {
"type": "string",
"enum": [
"AND",
"OR",
"NOT"
],
"description": "How to apply this search criteria against other criteria"
},
"group": {
"type": "array",
"items": {
"type": "object"
},
"description": "Groups multiple conditions"
},
"dateFormat": {
"type": "string",
"description": "Set date format for criteria values when using date range search type. Supports Java date format syntax, example yyyy-MM-dd'T'HH:mm:ss.SSSX."
},
"type": {
"type": "string",
"enum": [
"EXACT",
"DATE_RANGE"
],
"description": "Search Type"
},
"fields": {
"type": "array",
"items": {
"type": "string"
},
"description": "Field names to search against"
}
},
"required": [
"type"
]
},
"description": "Search query string"
},
"returnFields": {
"type": "array",
"items": {
"type": "string"
},
"description": "Return Fields"
},
"sort": {
"type": "array",
"items": {
"type": "object",
"properties": {
"sortOrder": {
"type": "string",
"enum": [
"ASC",
"DESC",
"SCORE"
],
"description": "The sort order for results"
},
"sortBy": {
"type": "string",
"description": "The field in the resource that you want to sort the results by"
}
}
},
"description": "Multi-value sort order, list of multiple sort values"
},
"sortBy": {
"type": "string",
"description": "The field in the resource that you want to sort the results by"
},
"sortOrder": {
"type": "string",
"description": "The sort order for results",
"enum": [
"ASC",
"DESC",
"SCORE"
]
}
},
"required": [
"PCID"
]
}
```
***
## genesys\_conversations\_put\_conversation\_customattributes
Create or update a single custom attributes record. Updating replaces all data with the provided fields.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ------------------ | --------- | -------- | ------- | ---------------------------------------------------------------------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `customAttributes` | object | Yes | — | The map of attribute values. |
| `divisions` | string\[] | No | — | The list of division ids. Use \[] if divisions aren't used (Unassigned Division). Omitting or setting to \[] clears existing values on update. |
| `id` | string | Yes | — | Unique identifier for the Custom Attributes record. IDs are created by users. |
| `schemaId` | string | No | — | The id of the schema that dictates which attributes can be included. Required for create, cannot be updated. |
| `version` | integer | No | — | The latest version of the Custom Attributes record. Optional for concurrency check on update. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"customAttributes": {
"type": "object",
"description": "The map of attribute values."
},
"divisions": {
"type": "array",
"items": {
"type": "string"
},
"description": "The list of division ids. Use [] if divisions aren't used (Unassigned Division). Omitting or setting to [] clears existing values on update."
},
"id": {
"type": "string",
"description": "Unique identifier for the Custom Attributes record. IDs are created by users."
},
"schemaId": {
"type": "string",
"description": "The id of the schema that dictates which attributes can be included. Required for create, cannot be updated."
},
"version": {
"type": "integer",
"description": "The latest version of the Custom Attributes record. Optional for concurrency check on update."
}
},
"required": [
"PCID",
"conversationId",
"customAttributes",
"id"
]
}
```
***
## genesys\_conversations\_put\_conversation\_participant\_flaggedreason
Set flagged reason on conversation participant to indicate bad conversation quality.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | --------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `participantId` | string | Yes | — | participant ID |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"participantId": {
"type": "string",
"description": "participant ID"
}
},
"required": [
"PCID",
"conversationId",
"participantId"
]
}
```
***
## genesys\_conversations\_put\_conversation\_secureattributes
Set the secure attributes on a conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------- | -------- | ------- | ---------------------------------------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `attributes` | object | No | — | The map of attribute keys to values. |
| `version` | integer | No | — | The version used to detect conflicting updates when using PUT. Not used for PATCH. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"attributes": {
"type": "object",
"description": "The map of attribute keys to values."
},
"version": {
"type": "integer",
"description": "The version used to detect conflicting updates when using PUT. Not used for PATCH."
}
},
"required": [
"PCID",
"conversationId"
]
}
```
***
## genesys\_conversations\_put\_conversation\_tags
Update the tags on a conversation.
**Parameters:**
| Parameter | Type | Required | Default | Description |
| ---------------- | ------ | -------- | ------- | -------------------------------------------------- |
| `conversationId` | string | Yes | — | conversation ID |
| `externalTag` | string | Yes | — | The external tag associated with the conversation. |
```json theme={null}
{
"type": "object",
"properties": {
"PCID": {
"type": "string",
"description": "Pink Connect ID for the authenticated connection"
},
"conversationId": {
"type": "string",
"description": "conversation ID"
},
"externalTag": {
"type": "string",
"description": "The external tag associated with the conversation."
}
},
"required": [
"PCID",
"conversationId",
"externalTag"
]
}
```