Platform Data API

The Platform Data API allows you to programmatically access Conversation Platform (CP) data with partner access semantics. You can gather rich data insights by aggregations and associations across various entities. You can also use this data for operational scenarios.

Capabilities

• Enable partner level programmatic access to CP Data at various grains.
• Expose CP Data Graph streamlined and in-sync with other access patterns like visualization.
• Support for operational, analytical, and async queries.

High-level design

The following diagram shows the various components of the CCaaS system and where the Platform Data API fits in.

Platform Data API resource model

The Platform Data API is available at both the partner and system levels, which provides the ability to consume various domain objects.

Exposed domains

• ConversationData: Attributes of a conversation along with related objectives, messages & participants curated for operational and analytical use cases.
• DimensionData: Non-transactional resources defined on the platform curated for various operational and analytical use cases.

Additional details about the schema are available here.

Out-of-the-box Rules-Based Access Policy (RBAC) permissions and access policies

There are a few access policies created out-of-the-box for CCaaS users accessing the Platform Data API resource.

Conversation access policy

This is by default tied to every Agent User on Platform Data API and it has below permission sets:

{"actions":[
     "conversationdata:getConversationById",
     "conversationdata:getConversationsByCustomer",
     "conversationdata:getConversationsByItinerary",
     "conversationdata:getConversationsByEmail",
     "conversationdata:getAgentAssistConversations",
     "conversationdata:getAgentAssignedConversations"
     ]}

Transcript search policy

This policy provides additional permissions for Supervisor Agents to perform more actions below:

["conversationdata:getConversationsByAttributes",
"conversationdata:getConversationsByAgent",
"conversationdata:GetMarkedConversations",
"conversationdata:GetQueuedConversations"]

Claim release policy

This further provides permissions for claim or unclaim conversations to Enhanced Agents or Supervisors on the platform:

"conversationdata:getClaimedConversations"

Getting started

We have provided some quick steps on GraphQL to get you up and running with the Platform Data API.