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  • 1.  Aggregate User Status Time

    Posted 08-30-2022 10:15
    No replies, thread closed.
    Is there a way to find the total number of minutes all staff spent in a particular status?  I know the long way would be to run a User Detail report for each user and manually add up the minutes in the specified status but I'm wondering if there is a way to get aggregate data from an API or something.   We have over 1300 users and want to see how much time is being spent in a secondary Busy status.
    #Reporting/Analytics

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    Nichole Conway
    State of Missouri - Family Support Division
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  • 2.  RE: Aggregate User Status Time

    Posted 08-31-2022 09:13
    Edited by Ryan Legner 08-31-2022 09:13
    No replies, thread closed.
    Yes you can!  The user aggregate API is designed for this exact use case.  https://developer.genesys.cloud/analyticsdatamanagement/analytics/aggregate/user-query  It can provide sum counts for a particular status (including secondary statuses) across an interval. 

    The agent status summary view can also provide counts for primary statuses across an interval.  https://help.mypurecloud.com/articles/agents-status-summary-summary-view/  This view does not currently support aggregates for secondary statuses, but is currently under consideration to be added to our roadmap.  https://genesyscloud.ideas.aha.io/ideas/ANLS-I-225

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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  • 3.  RE: Aggregate User Status Time

    Posted 08-31-2022 13:42
    No replies, thread closed.
    Ryan,
    Are you able to give steps on how to use this API?  I have about a thimble full of experience with using these. any help is appreciated

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    Nichole Conway
    State of Missouri - Family Support Division
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    Original Message


  • 4.  RE: Aggregate User Status Time

    Posted 08-31-2022 09:22
    No replies, thread closed.
    Nichole -

    Do you have all of the agents in a group?   I would do that first, then you can run this very easily (and quickly) from Workspace/Performance.

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    Judith Jimenez
    CURE Auto Insurance
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  • 5.  RE: Aggregate User Status Time

    Posted 08-31-2022 13:44
    No replies, thread closed.
    Judith, Workspace/Performance doesn't give me the totals I need for the secondary statuses that I can see.  It only gives totals per agent by primary status.

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    Nichole Conway
    State of Missouri - Family Support Division
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    Original Message


  • 6.  RE: Aggregate User Status Time

    Posted 08-31-2022 13:50
    No replies, thread closed.
    Are you looking for statuses such as Busy, Meal, Break, Training, Meeting?   If so it will pull those in.




    Original Message


  • 7.  RE: Aggregate User Status Time

    Posted 08-31-2022 13:54
    No replies, thread closed.
    No, those are primary statuses.  We have a series of secondary statuses tied to the Busy primary status and I need to see the aggregates of the secondary statuses. For example, we have Busy - Processing, Busy-Customer Call Back, Busy-Other Supervisor Approved, Busy-Mentor Time, etc.

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    Nichole Conway
    State of Missouri - Family Support Division
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    Original Message


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