Technical Overview

  • Updated on Sep 2, 2024
  • Published on Aug 2, 2023
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This is an internal document and is for Sestek employees only, and will not be accessible if shared with other parties.

Thanks to the GenesysCloud CX-Knovvu Analytics integration, call centers using Genesys Cloud as their call center application, can have all the conversations between agents and customers analyzed in Knovvu Analytics.

All Genesys admin needs to do is gather the agents whose calls will be analyzed into a group. When an agent in this group makes a call, Knovvu Analytics captures it; and as soon as the call ends, it automatically imports the call into Knovvu Analytics to be analyzed.

It is further explained how Knovvu Analytics works integrated with Genesys, which APIs are used for the integration and technical details.

Genesys Services

Genesys Cloud Producer

One of the services written for Knovvu Analytics-Genesys integration is Genesys Cloud Producer. Genesys Cloud Producer has 3 main jobs:
1. Getting the user group and the users in it whose calls will be analyzed, and create these users in Knovvu Analytics as agents.
2. Starting an event listening for these added users. With this request, Genesys understands that if these users receive an event, it will notify Genesys Cloud Producer. If Genesys Cloud Producer catches an event about a call being ended belonging to these users, it sends the conversation ID of the relevant call to RabbitMQ.
3. Checking if there is an event missed that day with a job that runs every night. This job works by comparing the calls in Genesys with those in Knovvu Analytics for the last 24 hours.

Conversation Consumer

The other service written for Genesys integration is Conversation Consumer. Its job is to get the conversationID from RabbitMQ, and get the metadata and download the recordings of the call with this conversationID using Genesys API. Conversation Consumer then saves the metadata into Knovvu Analytics' database and sends the call recording to MinIO.

Integration Flow

  1. Purchasing
    Genesys-Knovvu Analytics integration can be sold in 2 ways.

    1. AppFoundry.
      More details on how to purchase Knovvu Analytics through AppFoundry.
    2. Through non-AppFoundry channels

  2. Deployment
    Deployment of the integration services to the desired environment should be done by Sestek DevOps Support team.
    More details on the deployments steps.

  3. Configuration
    Required settings for the integration to work should be made by the Knovvu Analytics' host.
    More details on the required settings.

  4. With the tenantID entered into Genesys Cloud Producer's settings during the configuration, the service becomes aware of which tenant it works for. Using this tenantID, Genesys Cloud Producer reads the Genesys settings of the relevant tenant kept in Knovvu Analytics' database, such as:

    • which organization this tenant corresponds to in Genesys,
    • which users in this organization will be added to Knovvu Analytics,
    • which users' calls will be analyzed, etc.

  5. When Genesys Cloud Producer receives an event coming from Genesys Cloud API, it sends the conversation ID of the relevant call to RabbitMQ.

  6. Conversation Consumer gets the conversationID from RabbitMQ, and again uses Genesys Cloud APIs to get the metadata and download the recording of the call.

  7. Conversation Consumer saves the metadata received into Knovvu Analytics' database and sends the call recording to MinIO.

  8. As the final step, the call enters the analysis queue and is analyzed when its turn comes.

Genesys Wizard

Genesys requires developing an installation wizard in order for an integration to be positioned in the marketplace. The purpose of the wizard is to automate the processes as much as possible with minimum effort for the user when purchasing through AppFoundry.

Some operations that are performed manually by the customer in the Genesys desktop interface in non-AppFoundry sales are performed automatically through the Wizard in AppFoundry sales. Thanks to the Wizard running embedded in Genesys desktop, zero extra effort is created for the customer.

Learn more about Genesys wizard..

After Knovvu Analytics is added to the Genesys environment, the installation wizard runs in the Genesys interface.

Wizard Steps

  1. Start
  2. Check Configuration: At this step, the user is informed and guided about the settings to be made in the Genesys environment. Learn more about the Genesys settings wizard does in this step.
  3. Setup: The user must enter into the wizard the tenant name, username and password information that was previously sent to him/her via mail. At this stage, a token is obtained via Knovvu Analytics External API with the information entered for verification.
  4. Install: This page shows the automatically-done processes for installing the Knovvu Analytics integration on Genesys. Genesys settings information (Genesys orgId, Role, User, ClientId, Clientsecret) obtained as a result of the processes done in this step are sent to the Knovvu Analytics External API together with the tenant information. This information is automatically entered into the Genesys integrations settings page of the relevant tenant in Knovvu Analytics. Learn more about the processes wizard does in this step.
  5. Summary

Used Genesys APIs

Groups API -> GET Groups:
This method is used to get the information such as department name of the group the customer created in Genesys for Knovvu Analytics. This enables a control mechanism between the data in Genesys and the Genesys settings maually entered in Knovvu Analytics.

Groups API -> GET groups/{groupId}/members:
This method is used to get the users in the group the customer created in Genesys for Knovvu Analytics. These users are added to Knovvu Analytics from Genesys and the calls of these agents will be imported to Knovvu Analytics to be analyzed.

Notification API -> POST notifications/channels:
This method is used to create a channel (in term of Genesys), i.e. a websocket connection, in order to receive the events of the calls, such as call started, call ended including conversationID of the calls. The output of this method is the ID of the channel created and the websocket URL.

Notification API -> GET notifications/channels/{channelId}/subscriptions:
This method is used to subscribe to the websocket URL received in the previous method. With this subscription, the events of the calls, such as call started, call ended etc., will be send to Knovvu Analytics. Genesys integration works event-based and the calls are imported into Knovvu Analytics few seconds after they are done according to call-ended event.

Conversation APIs -> GET analytics/conversations/{conversationId}/details:
This method is used to get metadata of the calls with the conversationID received via notifications API. The metadata contains information such as agentID, call start time, call end time etc.

Recording API -> GET conversations/{conversationId}/recordings:
This method is used to get the recording metadata including recording ID of the call with conversationID.

Recording API -> GET conversations/{conversationId}/recordings/{recordingId}:
This method is used to get the recording of the call with the recording ID received in the previous method.