Actions15
- Search Queues
- Query Queue Volumes
- Sample Conversations by Queue
- Voice Call Quality
- Conversation Sentiment
- Conversation Topics
- Conversation Transcript
- Enhanced Conversation Search
- Agent Media Type Performance
- Real Time Queue Status
- Real Time Agent Presence
- Live Conversation Monitoring
- Wrap Up Code Analytics
- Agent Status Monitoring
- Search Voice Conversations
Sample Conversations by Queue
AI-generatedOverview
This node, "Genesys Cloud MCP Plus," provides a set of 15 comprehensive tools for contact center analytics within the Genesys Cloud platform. Specifically, the "Sample Conversations by Queue" operation allows users to retrieve sample conversation data from a specified routing queue over a defined time period. This is useful for analyzing customer interactions handled by particular queues, helping supervisors and analysts understand conversation patterns, quality, and agent performance.
Practical examples include:
- Extracting representative conversations from a high-volume support queue to review customer issues.
- Sampling conversations from a sales queue to evaluate agent effectiveness.
- Monitoring conversation samples during a specific campaign or event timeframe.
Properties
| Name | Meaning |
|---|---|
| Start Date | The start date and time defining the beginning of the query period for conversation samples. |
| End Date | The end date and time defining the end of the query period for conversation samples. |
| Queue ID | The unique identifier of the single routing queue from which to retrieve conversation samples. |
Output
The output is a JSON object containing the retrieved sample conversations from the specified queue within the given date range. The structure typically includes details about each conversation such as identifiers, timestamps, participants, and possibly metadata relevant to the conversation context.
No binary data output is indicated for this operation.
Dependencies
- Requires an API key credential for authenticating with the Genesys Cloud MCP Plus service.
- The node depends on the external Genesys Cloud MCP Plus API service to fetch conversation data.
- Proper configuration of the API credentials in n8n is necessary for successful execution.
Troubleshooting
Common Issues:
- Invalid or missing API credentials will cause authentication failures.
- Incorrect or non-existent queue IDs will result in empty or error responses.
- Date parameters outside of supported ranges or invalid formats may cause errors.
Error Messages:
"Operation sampleConversationsByQueue not supported": Indicates a misconfiguration or unsupported operation selection.- API errors related to authorization or resource not found should be resolved by verifying credentials and queue IDs.
Resolution Tips:
- Ensure the API key credential is correctly set up and has sufficient permissions.
- Verify that the queue ID exists and is active in the Genesys Cloud environment.
- Use valid ISO date-time formats for start and end dates.