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  • 1.  API/Script - Displaying the number of calls waiting on a queue in a script

    Posted 08-29-2024 12:04

    Hello,

    I have an incoming call script and I would like to display the number of calls waiting on a queue. 

    The incoming call is routed by an IVR configuration, and uses an incoming call flow and a queue flow.

    In the developer centre, I only see the 'Estimated Wait Time' in the APIs below but not the number of calls waiting on a queue:

    • GET /api/v2/routing/queues/{queueId}/estimatedwaittime
    • GET /api/v2/routing/queues/{queueId}/mediatypes/{mediaType}/estimatedwaittime

    Do you know if there is a way to retrieve this data using an API or other method?

    Thank you for your help in advance.

    Regards

    #PureCloudAPIs #Scripting #ScreenPop #Routing #IncomingCalls #OnHold


    #API/Integrations
    #Reporting/Analytics

    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------


  • 2.  RE: API/Script - Displaying the number of calls waiting on a queue in a script

    GENESYS
    Posted 08-29-2024 14:55

    Hello Mamadou,

    I can't think of a way to get this into a script. But if you want to use real time notifications you can always use the v2.analytics.queues.{id}.observations notification topic and get this information. I don't have the best knowledge in scripting so I wouldn't know how to get this into a script but this topic will give you real time queue observation statistics. 

    If you want to test this you can go here in our dev center and follow this documentation for live testing. 

    Hope this helps!

    Cheers,



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: API/Script - Displaying the number of calls waiting on a queue in a script

    Posted 09-02-2024 12:38

    Hello Cameron, 

    Thanks for sharing theses informations. I think I will be able to create and test a data action that I will run in my script to display the desired information.

    Best regards



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


  • 4.  RE: API/Script - Displaying the number of calls waiting on a queue in a script
    Best Answer

    GENESYS
    Posted 09-03-2024 09:03

    Hello!  The observation activity endpoints can pull this information.  https://developer.genesys.cloud/analyticsdatamanagement/analytics/observation/activity-query  The oWaiting metric will return back the number of conversations waiting in queue.



    ------------------------------
    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
    ------------------------------

    Original Message


  • 5.  RE: API/Script - Displaying the number of calls waiting on a queue in a script

    Posted 09-04-2024 06:34

    Hello Ryan,

    Thanks for your contribution. 

    Have a nice day.



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


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