Genesys Cloud - Main

Hi all,

I'm looking for clarification on whether Genesys Cloud provides an API that returns secondary or custom activity status codes for a user.

Currently, available APIs only provide:

• Presence states (Available, Busy, Away, Meal, etc.)

• Routing status (ON_QUEUE / OFF_QUEUE)

However, in our environment we use custom secondary statuses under these primary states (e.g., Busy → Lunch, Available → Chat Moderation, Available → Support Work).

For WFM adherence and 3rd-party integration, we need an API that can return the full hierarchy, for example:
User A → Busy → Lunch

Is there an endpoint that exposes these secondary/custom activity codes at the user level in real time or historically?

Any guidance or alternatives would be greatly appreciated.

Thanks,
Priya

Hi Priya,

• this endpoint also shows the secondary and custom activities: https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-presence-definitions
• Historical data on a user level can be fetched using: https://developer.genesys.cloud/devapps/api-explorer-standalone#post-api-v2-analytics-users-aggregates-query
• you can get realtime data through https://developer.genesys.cloud/notificationsalerts/notifications/available-topics#v2-analytics-users--id--aggregates

Hi all,

I'm looking for clarification on whether Genesys Cloud provides an API that returns secondary or custom activity status codes for a user.

Currently, available APIs only provide:

• Presence states (Available, Busy, Away, Meal, etc.)

• Routing status (ON_QUEUE / OFF_QUEUE)

However, in our environment we use custom secondary statuses under these primary states (e.g., Busy → Lunch, Available → Chat Moderation, Available → Support Work).

For WFM adherence and 3rd-party integration, we need an API that can return the full hierarchy, for example:
User A → Busy → Lunch

Is there an endpoint that exposes these secondary/custom activity codes at the user level in real time or historically?

Any guidance or alternatives would be greatly appreciated.

Thanks,
Priya