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  • 1.  ASA Calculation - what API can we use to export tAnsweredSum value?

    Posted 04-16-2024 11:21

    We are building some custom reports in PowerBI and are looking to include ASA as a metric in our reports. We are using the Analytics/Reporting/Exports API to bring in our data,(Genesys Cloud Developer Center), but we are having difficulty calculating ASA because that export does not include a value for tAnsweredSum. That export only includes the Total Wait value, which includes all interactions (ANS + ABD + FLOWOUT). We need the value for answered calls only, which is why we need tAnsweredSum. Is there another API we can use to capture tAnsweredSum? Any help would be appreciated. 

    #Reporting/Analytics  #ASA  #PerformanceMetrics


    #Reporting/Analytics

    ------------------------------
    Elizabeth Guthrie
    Aramark Services Inc.
    ------------------------------


  • 2.  RE: ASA Calculation - what API can we use to export tAnsweredSum value?

    Posted 04-16-2024 12:48

    Hi, 

    I have used Analytics API: /api/v2/analytics/conversations/aggregates/query

    and specified the desired metric, in this case tAnswered - 

    Defining ASA as the amount of time an interaction waited to be connected to an agent the calculation would be tAnswered sum / count -
    The result would be in milliseconds.
    You can build the JSON body request to specifify the criteria, following example I requested last 30 minutes period information, and set the granularity to match the interval.  I also requested the metric for one single queue and I was only inerested in the voice interactions. but I think yo can remove the predicate or changed it according to your needs.
    You can review the notes and parameters definitions when building your own JSON body. 

    {
      "interval": "2024-04-08T16:00:00/2024-04-08T16:30:00",
      "timeZone": "UTC",
      "granularity": "PT30M",
      "groupBy": [
        "queueId",
        "mediaType"
      ],
      "metrics": [
        "tAnswered"
      ],
      "filter": {
        "type": "and",
        "predicates": [
          {
            "type": "dimension",
            "dimension": "queueId",
            "operator": "matches",
            "value": "940312cb-b4c2-4adb-8c85-904ac24d9ced"
          },
          {
            "type": "dimension",
            "dimension": "mediaType",
            "operator": "matches",
            "value": "voice"
          }
        ]
      }
    }

    -----Sample output ----

              "metrics": [
                {
                  "metric": "tAnswered",
                  "stats": {
                    "max": 64717,
                    "min": 259,
                    "count": 75,
                    "sum": 398841
                  }

    Hope this helps



    ------------------------------
    Camilo Montes
    i3Vision Technologies Inc.
    ------------------------------



  • 3.  RE: ASA Calculation - what API can we use to export tAnsweredSum value?

    Posted 04-16-2024 16:58

    This helps - thanks so much! 



    ------------------------------
    Elizabeth Guthrie
    Aramark Services Inc.
    ------------------------------



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