Genesys Cloud CX

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  • 1.  Concurrent calls

    Posted 08-12-2022 12:16
    How can concurrent calls, at any level, be calculated? It's a setting in Trunk Configuration>General, so there must be a way to find a reference number.


    #Reporting/Analytics

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    John Codispoti
    Pfizer Inc.
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  • 2.  RE: Concurrent calls

    Posted 08-22-2022 16:06
    You can query the Edge device to get the call count in real-time, but not a max over time:  https://developer.genesys.cloud/devapps/api-explorer?requestConfig=eyJvcGVyYXRpb25JZCI6ImdldFRlbGVwaG9ueVByb3ZpZGVyc0VkZ2VzVHJ1bmtzTWV0cmljcyIsImhlYWRlcnMiOltdfQ==#get-api-v2-telephony-providers-edges-trunks-metrics

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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