gvasagam | 2018-09-08 09:54:19 UTC | #1
Hello,
My use case if to compare two queues, get the status of number of IDLE agents ( which I am able to do via data actions using /api/v2/analytics/queues/observations/query ), and compare the duration of the top most agents from each queue who are in IDLE routing status. I need to know which queue has the longest IDLE agent. I am unable to get this done.
I understand the IDLE duration metrics is user specific where as I want it from queue perspective. Is there a way to combine different API results to achieve this ?
tim.smith | 2018-09-11 12:57:11 UTC | #2
There aren't any endpoints I'm aware of that will give you this data. You'll need to look up the members of a queue, then retrieve their routing status and calculate who is the longest idle. This would be a good use case for using notifications and subscribing to the agents' routing status.
You can request a new longest idle stat and share your use case here: https://purecloud.ideas.aha.io/ideas
gvasagam | 2018-09-21 12:57:42 UTC | #3
@tim.smith Thanks and I have raised CLINB-I-349.
system | 2018-10-22 12:57:46 UTC | #4
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