I require a specific metric for our email routing deployment. We are migrating our customer service teams and they rely heavily on pre-configured HTML email templates within Genesys Cloud. The supervisors need a report detailing the usage frequency of each specific template. When querying the /api/v2/analytics/conversations/details/query endpoint, I can see the email interaction, the agent handling time, and the wrap up code. However, there is no attribute indicating which HTML template the agent inserted into the reply. How can I extract the template usage statistics from the analytics engine?
Greetings. I am very familiar with this reporting gap, as we encountered a similar requirement when integrating our ServiceNow automated ticketing system with the Genesys Cloud digital channels. The native conversation analytics endpoint does not capture the specific user interface actions performed by the agent, such as selecting a template from the canned response library.
To gather this data, you must utilize the Canned Response API rather than the Conversation Analytics API. Specifically, you should query the /api/v2/responsemanagement/responses/{responseId} endpoint, which maintains its own internal usage counters.
Alternatively, if you require the data tied directly to the conversation ID, your agents must select a specific wrap up code that corresponds to the template used.
Hello. That is exactly right, the previous poster. The Canned Response API is so powerful for this.
When we integrated our DX platform, we loved how easy it was to pull those usage metrics. If your agents are using the native Genesys workspace, another fantastic workaround is to build a quick script in the agent interface using a Data Action.
When they click the template, the Data Action fires and updates a custom participant attribute on the email interaction. Then you can easily pull that attribute right out of the standard analytics query.
It is a brilliant way to customize your reporting without relying on manual wrap up codes.