hari12chandran | 2022-10-25 19:38:59 UTC | #1
Hi Team,
Can someone tell me how to identify which call / interaction the agent got stuck?
which i view the queue activity detail report, we are seeing an agent showing Interacting for 4 days, how i check and take him out of the status?
jacobshaw | 2022-10-26 13:40:43 UTC | #2
Hi @hari12chandran
To get interactions including an agent that have not been disconnected, you can use a Conversation details query (POST /api/v2/analytics/conversations/details/query) with a request body like:
{
"interval": "2022-10-22T04:00:00.000Z/2022-10-27T04:00:00.000Z",
"order": "asc",
"orderBy": "conversationStart",
"paging": {
"pageSize": 25,
"pageNumber": 1
},
"segmentFilters": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "userId",
"operator": "matches",
"value": "XXXXXXXXXXXXXXXXXX"
}
]
}
],
"conversationFilters": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "conversationEnd",
"operator": "notExists",
"value": null
}
]
}
]
}
You could then take the conversationId from the response and plug it into the "Disconnect Interactions" tool in the admin section of the Genesys Cloud application. https://help.mypurecloud.com/articles/disconnect-interactions/
system | 2022-11-26 13:41:37 UTC | #3
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