Recover old agent e-mails

NICE CXone API & Integrations
1

Hi everybody!

We are developing our softphone client with media capabilities. We are coding it for a webservice, and using a GIS Genesys application.

One of the problems we are seeing, are the abilities of the Java-SDK-Webservices API, to retrieve old e-mail agents.

In other words, in the documentation is explained how to answer, send reply… an e-mail, but we couldn’t see anywhere any function that retrieves all the old agent interactions, and the status they are.

If somebody could give me any idea on how to start with it, I’ll be very pleased!

Thanks a lot!

2

Hi Toni,

The history is related to a contact (customer) not an agent. So, AIL doesn’t allow you finding all emails processed by particular agent.

It’s possible to find such emails using direct query to database only…

Cheers,
René

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3

Hi René,

Then I should make my question in a different way :stuck_out_tongue:

How can I recover then, the history related to the contact? I’m reading the Interaction SDK, but I could not find anything yet.

Do you have any idea or suggestion?

Thanks a lot!!

4

Hi Toni,

The services “IContactService” and “IHistoryService” are the right ones you have to look at. You can find more information about these in the document “Agent Interaction SDK 7.2 Service Developer’s Guide” (72sdk_dev_ixn_services-agent.pdf).

Cheers,
René

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