Genesys Cloud - Developer Community

Hi Maico One likely explanation for this behavior is related to how Genesys Cloud handles presence restoration after a disconnect. By default (and depending on your org settings), if an agent experiences a network drop, Genesys does not immediately ...

Hello, This post is for information on new versions of the Platform API SDK for Java, Go and .Net. A new query parameter was introduced in a set of existing Platform API Endpoints. Endpoint Modifications (new query parameter): OperationId: ...

Thanks a lot Jerome. I have tested the endpoint an now it worsks. I appreciate all your hepo with this issue. Regards, Edgard ------------------------------ Edgard Paternina Especialista It Ii ------------------------------

What might be happening if, during a network drop, the agent remains showing as available in the queue and never goes offline, even though they are disconnected and outside the ACW period? #Uncategorized ------------------------------ Maico Zorzan ...

Hello, The fix has just been released in version 255.0.0 of the Python SDK. Regards, ------------------------------ Jerome Saint-Marc Senior Development Support Engineer ------------------------------

You could use the Conversation Aggregate query for this. It allows for an interval and the metrics nOffered and tAbandon will give you counts to do the calculation (Abandoned Count / Offered Count) * 100 { "metric" : "nOffered" , "stats" ...

How can you use the Genesys Cloud Analytics API to calculate the call abandonment rate over a given time interval, and which dimensions and metrics should be combined to obtain a reliable result? ................................. #PlatformAPI ...