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  • 1.  Agent removed from queue report?

    Posted 06-15-2020 14:16
    Is there a report or way of seeing when an agent is removed from a queue. We have a few agents that only took a few calls in several hours of sitting on queue during a busy call period.
    #Reporting/Analytics

    ------------------------------
    David Gildersleeve

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  • 2.  RE: Agent removed from queue report?

    GENESYS
    Posted 06-16-2020 10:26
    David,  I don't believe there is a report for this, but you can use our 'audits' api and look at the actions under the 'ContactCenter' entity to get this information.   The endpoint information is here:  https://developer.mypurecloud.com/api/rest/v2/audit/ and here is some documentation around the available information: https://developer.mypurecloud.com/api/rest/v2/audit/actioncatalog.html#contactcenter.

    Hope this helps!

    Thanks,
    Chris

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------

    Original Message


  • 3.  RE: Agent removed from queue report?

    GENESYS
    Posted 06-17-2020 02:41
    So, you could run a query something like:
    {
   "interval": "2020-06-15T00:00:00/2020-06-18T00:00:00",
   "serviceName": "ContactCenter",
   "filters": [
      {
         "property": "UserID",
         "value": "731023c0-16df-48e6-acf7-11659b75c5f1"
      }
   ]
}​


    NOTE: 7 days is the maximum Interval

    That returns:

    {
  "id": "85ecccb1-7555-4995-b799-b1e363bec1e7",
  "state": "Running",
  "startDate": "2020-06-17T06:28:11Z",
  "interval": "2020-06-15T00:00:00.000Z/2020-06-18T00:00:00.000Z",
  "serviceName": "ContactCenter",
  "filters": [
    {
      "property": "UserId",
      "value": "731023c0-16df-48e6-acf7-11659b75c5f1"
    }
  ]
}


    Take the ID value and run the /api/v2/audits/query/{transactionId}/results

    {
  "id": "09b37c87-d2b0-4eb6-aa5e-6ee951ca638f",
  "pageSize": 25,
  "entities": [
    {
      "id": "c024dc24-689f-496d-945d-bcf2ad2530bb",
      "user": {
        "id": "731023c0-16df-48e6-acf7-11659b75c5f1",
        "selfUri": "/api/v2/users/731023c0-16df-48e6-acf7-11659b75c5f1"
      },
      "client": {
        "id": ""
      },
      "remoteIp": [],
      "serviceName": "ContactCenter",
      "eventDate": "2020-06-17T06:19:19Z",
      "action": "MemberUpdate",
      "entity": {
        "id": "7e605ad9-b2a7-453f-a563-c41c868762ca",
        "selfUri": "/api/v2/routing/queues/7e605ad9-b2a7-453f-a563-c41c868762ca"
      },
      "entityType": "Queue",
      "propertyChanges": [
        {
          "property": "QueueMember/7e605ad9-b2a7-453f-a563-c41c868762ca:731023c0-16df-48e6-acf7-11659b75c5f1:joined",
          "oldValues": [
            "true"
          ],
          "newValues": [
            "false"
          ]
        }
      ],
      "context": {}
    }
  ]
}


    The key here is that the user changed from True to False for "joined" on the queue 7e605ad9-b2a7-453f-a563-c41c868762ca

    Of course you will need to figure out which queue that is...So you can use /api/v2/routing/queues/{queueId}

    {
  "id": "7e605ad9-b2a7-453f-a563-c41c868762ca",
  "name": "Collections",
  "division": {
    "id": "459f453f-2928-4f5e-b70c-79145f146da6",
    "name": "Home",
    "selfUri": "/api/v2/authorization/divisions/459f453f-2928-4f5e-b70c-79145f146da6"
  },





    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 4.  RE: Agent removed from queue report?

    GENESYS
    Posted 06-18-2020 12:10
    Hey @David Gildersleeve,

    Not sure if you noticed, but your question gets a deep dive in Episode 8 of the Genesys Cloud Q&A Show! ​George had a lot of information to share that did't quite fit into a post, so check out the information when you get a second. We hope it is helpful!

    Cheers,

    Matt (and @George Ganahl)

    ​

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    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
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    Original Message


  • 5.  RE: Agent removed from queue report?

    Posted 06-22-2020 10:05
    Following from George's excellent overview of this in the Q&A. there is a way to get the user name of the user that made a change without having to look it up.

    When getting your results add user in the expand box. This will display the username of the person that made the change. Unfortunately it does not show the name of any users that have been changed but it at least removes one piece of admin.


    ------------------------------
    Richard Chandler
    Conn3ct
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    Original Message


  • 6.  RE: Agent removed from queue report?

    GENESYS
    Posted 06-22-2020 17:43
    Thanks, Richard! I didn't think about that Expand option. Not that I've seen specific documentation on what you can put in the field (different parameters, I know, but not which ones). I need to find a good resource I can point to rather than just looking at the non-expanded results and guessing.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Agent removed from queue report?

    GENESYS
    Posted 06-22-2020 17:58
    What??? Someone taught George something? I need to document this occasion. Look out, @Richard Chandler, I may need to have you on the Q&A Show next! 😎💯

    Happy Monday, everyone!​

    ------------------------------
    Matt Lawson
    Genesys - Employees
    Manager, Online Communities
    ------------------------------

    Original Message


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