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Data about agents on a break

  • 1.  Data about agents on a break

    Posted 06-05-2025 19:20

    margolles | 2018-11-27 12:08:29 UTC | #1

    Hello,

    is it possible to retrieve data about the agents on a break?

    I need:

      • The number of agents off queue and in the break status.
      • The highest break duration for every queue.
      • The names of agents who currently are in break status

    Thanks in advance.

    tim.smith | 2018-11-27 15:49:38 UTC | #2

    margolles, post:1, topic:4050
    • The number of agents off queue and in the break status.

    https://developer.mypurecloud.com/api/rest/v2/analytics/queue.html

    margolles, post:1, topic:4050
    • The highest break duration for every queue.
    • The names of agents who currently are in break status

    These are going to be trickier since PureCloud does not provide this data as a metric directly. You'll need to retrieve the presence information for each individual user in the queue and aggregate the data in your app.

    margolles | 2018-11-29 15:38:30 UTC | #3

    Hi Tim,

    thank you for your answer.

    This is the easiest way I've found for these calculations:

      • In analytics/users/details/query, filter by systemPresence=BREAK
      • To see who is currently on a break, search in the results for the users without endTime.

    Then, I can count, calculate the longest duration, call again the API for retrieving the name and group them by queue.

    Could you confirm this way is correct?

    tim.smith | 2018-11-30 15:03:57 UTC | #4

    Sounds like a good approach

    system | 2018-12-31 15:13:24 UTC | #5

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 4050



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