Greetings everyone! I am reaching out to see if anyone has navigated a rather complex reporting scenario we are currently facing. I have been working with Genesys Cloud for about three years in a healthcare environment, specifically focusing on integrating our patient portal with Genesys Web Messaging and our Epic EHR system. Our clinic managers have requested a highly detailed report showing the exact wait time of a patient from the moment they initiate a web message until the interaction is successfully routed to our external Epic integration webhook. The standard Queue Performance views aggregate this time into general wait time, but we need to isolate the duration strictly prior to the webhook firing. I have reviewed the /api/v2/analytics/conversations/details/query endpoint and I am struggling to isolate the specific metric for the integration delay. Has anyone built a similar custom query that filters for webhook initialization timestamps? Any guidance would be deeply appreciated as I want to ensure our clinical staff have the most accurate data possible to manage patient expectations.
Hello! This is an absolutely fantastic initiative you are driving for your clinical teams! Providing clear visibility into the patient journey is exactly how we elevate the standard of care! While I do not dive deep into the API payloads myself, I have found that aligning our strategic reporting goals with the new EventBridge streaming capabilities completely transformed our operations. We shifted away from batch polling the analytics API and now we stream the raw conversation events directly into our data lake. This allows our analytics team to build stunning real-time dashboards in PowerBI that track every single millisecond of the integration latency! It is truly a game changer for operational transparency!
Hey! Yeah I feel you on this one. I inherited our org about six months ago and the reporting requests are endless. You cannot really get that specific webhook latency out of the standard queue views.
What I ended up doing for our digital channels was totally bypassing the conversation detail query for this. You need to look at the flow execution data instead.
If you query /api/v2/analytics/flows/executions/query, you can track the exact millisecond the Data Action executes and when it returns. Just subtract the start time from the end time.
It is a bit messy to tie it back to the conversation ID, but it gets you the exact number you need.