I’m hitting a wall trying to link CSAT survey results back to specific interactions using the Genesys Cloud Quality API. The goal is to pull evaluations where the CSAT score is below 5 and join that data with the original interaction details.
The blem is the interactionId returned in the evaluation object doesn’t seem to match the interactionId I get from the Conversations API history. I’ve checked the timezone settings (AEST), and the date filters are correct, but the IDs just don’t line up.
Here’s the endpoint I’m calling:
GET /api/v2/quality/evaluations?filter=score:lt:5&pageSize=100
And here’s a snippet of the response JSON:
{
"items": [
{
"id": "eval-123",
"interactionId": "conv-456",
"score": 2,
"status": "completed"
}
]
}
When I query /api/v2/conversations/history for conv-456, I get a 404. But if I look at the evaluation detail page in the UI, it clearly shows the conversation transcript.
I’ve tried using the conversationId field from the evaluation, but that’s null in the API response. I’ve also checked if there’s a separate endpoint for CSAT responses specifically, but the docs just point back to the evaluations API.
Is there a different ID format I need to use for the lookup? Or am I missing a step in the correlation cess? The docs are thin on how to actually join this data grammatically.