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hi all

I would like to create a data action in cloud and require some guidance on the following API:  /api/v2/analytics/queues/observations/query

Request type: POST

Purpose: feed in the Queue ID and return the count of agents on each presence 

Request: We would like to call the API /api/v2/analytics/queues/observations/query as a data action in the architect flow and route based on the total number of agents on each presences

example response, required parameters on bold:

request body template:

{"filter":{"type":"or","predicates":[{"type":"dimension","dimension":"queueId","operator":"matches","value":"734d14ed-e438-4fb3-ab60-119a22d08227","range":{}}]},"detailMetrics":["oOnQueueUsers"],"metrics":["oAlerting","oInteracting","oOffQueueUsers","oMemberUsers","oOnQueueUsers","oUserRoutingStatuses","oUserPresences","oWaiting"]}

{
  "systemToOrganizationMappings": {
    "ON_QUEUE": [
      "e08eaf1b-ee47-4fa9-a231-1200e284798f"
    ],
    "MEAL": [
      "3fd96123-badb-4f69-bc03-1b1ccc6d8014"
    ],
    "AVAILABLE": [
      "6a3af858-942f-489d-9700-5f9bcdcdae9b"
    ],
    "OFFLINE": [
      "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5"
    ]
  },
  "results": [
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "voice"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 3
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227"
      },
      "data": [
        {
          "metric": "oActiveUsers",
          "stats": {
            "count": 39
          }
        },
        {
          "metric": "oOnQueueUsers",
          "qualifier": "INTERACTING",
          "stats": {
            "count": 3
          }
        },
        {
          "metric": "oOnQueueUsers",
          "qualifier": "IDLE",
          "stats": {
            "count": 3
          }
        },
        {
          "metric": "oUserPresences",
          "qualifier": "e08eaf1b-ee47-4fa9-a231-1200e284798f",
          "stats": {
            "count": 6
          }
        },
        {
          "metric": "oUserPresences",
          "qualifier": "3fd96123-badb-4f69-bc03-1b1ccc6d8014",
          "stats": {
            "count": 2
          }
        },
        {
          "metric": "oUserPresences",
          "qualifier": "6a3af858-942f-489d-9700-5f9bcdcdae9b",
          "stats": {
            "count": 4
          }
        },
        {
          "metric": "oUserPresences",
          "qualifier": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5",
          "stats": {
            "count": 27
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "video"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 0
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "message"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 0
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "email"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 0
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "callback"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 0
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "chat"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 0
          }
        }
      ]
    }
  ]
}

Please kindly assist with an input contract for the data /api/v2/analytics/queues/observations/query.

current contract:

regards

nadir isaacs

Hello Nadir,

There is an example you can use in AppFoundry if you search for "data action".

You can save this as .json and import it

{
  "name": "Get queue info",
  "integrationType": "purecloud-data-actions",
  "actionType": "custom",
  "config": {
    "request": {
      "requestUrlTemplate": "/api/v2/analytics/queues/observations/query",
      "requestType": "POST",
      "headers": {
        "Content-Type": "application/json",
        "UserAgent": "PureCloudIntegrations/1.0"
      },
      "requestTemplate": "{\n \"filter\": {\n  \"type\": \"or\",\n  \"predicates\": [\n   {\n    \"type\": \"dimension\",\n    \"dimension\": \"queueId\",\n    \"operator\": \"matches\",\n    \"value\": \"${input.queueId}\"\n   }\n  ]\n },\n \"metrics\": [\n  \"oOnQueueUsers\"\n ]\n}"
    },
    "response": {
      "translationMap": {
        "statuses": "$.results[0].data..qualifier",
        "counts": "$.results[0].data..stats.count"
      },
      "translationMapDefaults": {
        "statuses": "[\"Error\"]",
        "counts": "[0]"
      },
      "successTemplate": "{\"counts\": ${counts}, \"statuses\": ${statuses}}"
    }
  },
  "contract": {
    "input": {
      "inputSchema": {
        "type": "object",
        "required": [
          "queueId"
        ],
        "properties": {
          "queueId": {
            "default": "",
            "type": "string"
          }
        },
        "additionalProperties": true
      }
    },
    "output": {
      "successSchema": {
        "type": "object",
        "properties": {
          "counts": {
            "description": "Integer array of on queue agent counts for each routing status. Wrap this variable in a sum() expression to get the total number of on queue agents.",
            "type": "array",
            "items": {
              "type": "integer"
            }
          },
          "statuses": {
            "description": "String array of on queue agent routing statuses for matching up to the counts array.",
            "type": "array",
            "items": {
              "type": "string"
            }
          }
        },
        "additionalProperties": true
      }
    }
  },
  "secure": false
}

Hi Jan

i have imported the json, thanks for the feedback.

{
  "systemToOrganizationMappings": {
    "ON_QUEUE": [
      "e08eaf1b-ee47-4fa9-a231-1200e284798f"
    ],
    "MEAL": [
      "3fd96123-badb-4f69-bc03-1b1ccc6d8014"
    ],
    "AVAILABLE": [
      "6a3af858-942f-489d-9700-5f9bcdcdae9b"
    ],
    "OFFLINE": [
      "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5"
    ]
  },
  "results": [
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "voice"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 3
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227"
      },
      "data": [
        {
          "metric": "oActiveUsers",
          "stats": {
            "count": 39
          }
        },
        {
          "metric": "oOnQueueUsers",
          "qualifier": "INTERACTING",
          "stats": {
            "count": 3
          }
        },
        {
          "metric": "oOnQueueUsers",
          "qualifier": "IDLE",
          "stats": {
            "count": 3
          }
        },
        {
          "metric": "oUserPresences",
          "qualifier": "e08eaf1b-ee47-4fa9-a231-1200e284798f",
          "stats": {
            "count": 6
          }
        },
        {
          "metric": "oUserPresences",
          "qualifier": "3fd96123-badb-4f69-bc03-1b1ccc6d8014",
          "stats": {
            "count": 2
          }
        },
        {
          "metric": "oUserPresences",
          "qualifier": "6a3af858-942f-489d-9700-5f9bcdcdae9b",
          "stats": {
            "count": 4
          }
        },
        {
          "metric": "oUserPresences",
          "qualifier": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5",
          "stats": {
            "count": 27
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "video"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 0
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "message"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 0
          }
        }
      ]
    },
    {
      "group": {
        "queueId": "734d14ed-e438-4fb3-ab60-119a22d08227",
        "mediaType": "email"
      },
      "data": [
        {
          "metric": "oInteracting",
          "stats": {
            "count": 0
          }
        }
      ]

regards

nadir isaacs

the API is reponding with interacting and idle, is there a way i can expand to include all routing statuses and prescens details?

regards

nadir isaacs 

{  "name": "Get queue info",  "integrationType": "purecloud-data-actions",  "actionType": "custom",  "config": {    "request": {      "requestUrlTemplate": "/api/v2/analytics/queues/observations/query",      "requestType": "POST",      "headers": {        "Content-Type": "application/json",        "UserAgent": "PureCloudIntegrations/1.0"      },      "requestTemplate": "{\n \"filter\": {\n  \"type\": \"or\",\n  \"predicates\": [\n   {\n    \"type\": \"dimension\",\n    \"dimension\": \"queueId\",\n    \"operator\": \"matches\",\n    \"value\": \"${input.queueId}\"\n   }\n  ]\n },\n \"metrics\": [\n  \"oOnQueueUsers\"\n ]\n}"    },    "response": {      "translationMap": {        "statuses": "$.results[0].data..qualifier",        "counts": "$.results[0].data..stats.count"      },      "translationMapDefaults": {        "statuses": "[\"Error\"]",        "counts": "[0]"      },      "successTemplate": "{\"counts\": ${counts}, \"statuses\": ${statuses}}"    }  },  "contract": {    "input": {      "inputSchema": {        "type": "object",        "required": [          "queueId"        ],        "properties": {          "queueId": {            "default": "",            "type": "string"          }        },        "additionalProperties": true      }    },    "output": {      "successSchema": {        "type": "object",        "properties": {          "counts": {            "description": "Integer array of on queue agent counts for each routing status. Wrap this variable in a sum() expression to get the total number of on queue agents.",            "type": "array",            "items": {              "type": "integer"            }          },          "statuses": {            "description": "String array of on queue agent routing statuses for matching up to the counts array.",            "type": "array",            "items": {              "type": "string"            }          }        },        "additionalProperties": true      }    }  },  "secure": false}