Hello everyone,
We ended up dropping this project back then, but now it resurfaced.
Here's what we're trying to do, we want to display the total amount of calls waiting across all of our queues and break that down by calls vs callbacks.
The first part is easily achieved by subscribing to the statistic for all queues and then adding them all up, problem is that there's no statistic for interaction type, meaning to say that the statistic for interactions waiting is a total of all interactions in the queue regardless of their type, and I was unable to find any statistic that would give me the info I'm looking for.
I tried subscribing to the queue with Eic_ObjectType attribute like this;
icws/2401232/messaging/subscriptions/queues/123
{"queueIds": [{
"queueType": 2,
"queueName": "Customer Service General"}],
"attributeNames": [
"Eic_CallId"
"Eic_ObjectType"]}
This works, it returned the following message, which tells me under interactionsAdded which interaction was added and whether its a call or callback;
{ "__type": "urn:inin.com:queues:queueContentsMessage",
"isDelta": true,
"subscriptionId": "123",
"queueResultLimitExceeded": false,
"interactionsAdded": [{
"interactionId": "2232540433",
"attributes": {
"Eic_CallId": "2232540433",
"Eic_ObjectType": "Call"}}],
"interactionsChanged": [],
"interactionsRemoved": []
}
Problem with this is that when the interaction gets disconnected it does not show up under interactionsRemoved until about a minute later.
Does anyone have any insight that can help me figure this out or if/how I can change how soon a disconnected interaction shows up in the messages under interactionsRemoved?
Thanks a lot!
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Eliezer Stekel
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Original Message:
Sent: 11-05-2018 12:27
From: Eliezer Stekel
Subject: Queue Statistics By Interaction Type in ICWS
I'm trying to figure out if there's any way to pull queue stats (Longest Wait Time for instance) based on the interaction type. For example, I'd like to get the longest wait time for calls even if there are callbacks or chats waiting longer.
Any help would be appreciated.
#Unsure/Other
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Eliezer Stekel
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