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  • 1.  Agent Busy Time

    Posted 07-20-2020 10:49
    Hello

    I'm trying to get the time the agent has been busy in call.
    But I need this information coming hour by hour
    Is there a way in the API to do that?

    For example

    Agent - Start Time - End Time
    Agent 1 - 08:00:00 - 12:00:00

    In this 4 hour he has been busy for 30 minutes for the 09:30 to 09:45 and 10:30 to 10:45
    I need to get these times.

    Thanks in advance
    #Ask Me Anything (AMA)

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    Raphael Sens
    Flex Contact Center Atend. A Clientes e Tecnologia Ltda
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  • 2.  RE: Agent Busy Time

    GENESYS
    Posted 07-22-2020 03:14
    Edited by Matt Lawson 05-09-2022 09:30
    Hello, 

    You'd use the https://api.mypurecloud.ie/api/v2/analytics/conversations/aggregates/query  api method with the following payload by changing the interval hour by bour in your case and the userId:

    In my example it's an interval of one day and, i only used the metrics tTalkComplete but you can also add others like : ["tAnswered", "tHandle", "tTalkComplete", "tHeldComplete", "tAcw", "tDialing", "tContacting","nTransferred","nOutbound", "tNotResponding", "tAlert", "tMonitoring"]

    {"interval":"2020-07-01T22:00:00.000Z/2020-07-02T22:00:00.000Z","filter":{"type":"and","clauses":[{"type":"or","predicates":[{"dimension":"userId","value":"2d20697c-9570-479b-99ee-8aea3ea7ddf4"}]}],"predicates":[{"dimension":"mediaType","value":"voice"}]},"metrics":["tTalkComplete"],"granularity":"PT30M"}


    Hope it helps,


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    Gurwan Duplenne
    Genesys - Employees
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    Original Message


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