Genesys Cloud CX

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  • 1.  Agent Queue Assignment Report

    Posted 10-12-2021 14:41
    Thank you in advance for any insight.

    I'm trying understand the best way to look at total hours spent talking on a queue by particular agents who might be blended.  I'm trying to use this data for billing.  What's the best way to break this out (even if on the queue level vs the agent level).

    Juan Foreman
    Mediant Communications

  • 2.  RE: Agent Queue Assignment Report

    Posted 10-24-2021 17:00
    Easiest way is to use wrap-up codes for each billable entity then filter the agent performance by that code.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Agent Queue Assignment Report

    Posted 10-25-2021 03:38
    Hi Juan,

    You can do request to /api/v2/analytics/conversations/aggregates/query
    with group by agentId and some additional filtering with queue, wrap-up codes, date interval etc.
    and with talk metric.

    Taras Buha