stianbranden | 2017-03-24 12:26:05 UTC | #1
Hi,
is there any way to get the number of alerts an agent has had? I`m looking into the API: api/v2/analytics/conversations/aggregates/query where there should have been a metric called "nAlert", but no luck.
We are looking into how many rejected calls and alerts timed out certain agents have.
KR/ SB
anon28066628 | 2017-03-24 13:23:50 UTC | #2
The user aggregate query can give the time an agent spends in 'not responding' status, which is an indication of how long they were not answering calls. If you need more specifics, the user detail query shows all status changes over an interval and can be filtered by presence or routing type. For example querying with a routing status filter matching NOT_RESPONDING gives results like this:
{ "userDetails": [{ "userId": "289a802d-d6d5-4bfa-bbef-b80f60b0bc85", "routingStatus": [{ "startTime": "2017-03-24T13:11:18.731Z", "endTime": "2017-03-24T13:11:25.291Z", "routingStatus": "NOTRESPONDING" }, { "startTime": "2017-03-24T13:11:41.307Z", "endTime": "2017-03-24T13:11:49.104Z", "routingStatus": "NOTRESPONDING" }] }] }
This can tell you the # of alerts an agent didn't answer due to alerting timeout (change in routing status while presence is ON_QUEUE).
If the problem is agents going off queue when alerted, you can look at the total time not ONQUEUE in the user aggregate query for user presence. For details, the detail query shows every presence change and you can look for ONQUEUE -> AVAILABLE transitions.
And, see here for more on presence vs routing status.
system | 2017-08-28 19:33:19 UTC | #3
This post was migrated from the old Developer Forum.
ref: 1099