RomanSmoll | 2022-10-11 09:48:50 UTC | #1
Hello.
After monitoring multiple clients for whom we extract user Routing and Presence data, we seem to have found a pattern:
Whenever you query for userDetails in analyticsApi,
{
"interval": "2022-10-09T22:00:00.000Z/2022-10-10T22:00:00.000Z", //interval is irrelevant, but it is,say, one day
"order": "asc",
"paging": {
"pageSize": "100",
"pageNumber": "2"
}
}
you get the following form of response:
{
"userDetails": [
{
"userId": "uuid",
"primaryPresence": [
{
"startTime": "2022-10-07T16:19:01.427Z",
"endTime": "2022-10-10T10:58:21.053Z",
"systemPresence": "OFFLINE",
"organizationPresenceId": "uuid"
},
{
"startTime": "2022-10-10T10:58:21.053Z",
"endTime": "2022-10-10T11:39:51.530Z",
"systemPresence": "AVAILABLE",
"organizationPresenceId": "uuid"
},
{
"startTime": "2022-10-10T11:39:51.530Z",
"endTime": "2022-10-10T12:02:17.511Z",
"systemPresence": "OFFLINE",
"organizationPresenceId": "uuid"
},
{
"startTime": "2022-10-10T12:02:17.511Z",
"endTime": "2022-10-10T16:03:08.694Z",
"systemPresence": "AVAILABLE",
"organizationPresenceId": "uuid"
},
{
"startTime": "2022-10-10T16:03:08.694Z",
"systemPresence": "OFFLINE",
"organizationPresenceId": "uuid"
}
],
"routingStatus": [
{
"startTime": "2022-10-05T10:36:52.321Z",
"endTime": "2022-10-10T10:10:33.280Z",
"routingStatus": "OFF_QUEUE"
},
{
"startTime": "2022-10-10T10:10:33.280Z",
"endTime": "2022-10-10T10:11:13.229Z",
"routingStatus": "COMMUNICATING"
},
{
"startTime": "2022-10-10T10:11:13.229Z",
"endTime": "2022-10-10T10:11:13.230Z",
"routingStatus": "OFF_QUEUE"
},
{
"startTime": "2022-10-10T10:11:13.230Z",
"endTime": "2022-10-10T12:55:56.148Z",
"routingStatus": "OFF_QUEUE"
},
{
"startTime": "2022-10-10T12:55:56.148Z",
"endTime": "2022-10-10T12:56:36.009Z",
"routingStatus": "COMMUNICATING"
},
{
"startTime": "2022-10-10T12:56:36.009Z",
"endTime": "2022-10-10T12:56:36.010Z",
"routingStatus": "OFF_QUEUE"
},
{
"startTime": "2022-10-10T12:56:36.010Z",
"endTime": "2022-10-10T15:20:44.289Z",
"routingStatus": "OFF_QUEUE"
},
{
"startTime": "2022-10-10T15:20:44.289Z",
"endTime": "2022-10-10T15:20:56.042Z",
"routingStatus": "COMMUNICATING"
},
{
"startTime": "2022-10-10T15:20:56.042Z",
"endTime": "2022-10-10T15:20:56.043Z",
"routingStatus": "OFF_QUEUE"
},
{
"startTime": "2022-10-10T15:20:56.043Z",
"endTime": "2022-10-10T15:23:29.852Z",
"routingStatus": "OFF_QUEUE"
},
{
"startTime": "2022-10-10T15:23:29.852Z",
"endTime": "2022-10-10T15:26:46.730Z",
"routingStatus": "COMMUNICATING"
},
{
"startTime": "2022-10-10T15:26:46.730Z",
"routingStatus": "OFF_QUEUE"
}
]
},
{user2},
{user3}
],
"totalHits": number
}
and in the scenario where one user can occupy more than 100 entities, the rest will be sent through requesting the next page.
It seems that querying this way produces duplicates in the data. You can get either 2 presence Statuses either 2 routing statuses..
Is this a known issue and is there a way for modifying query in such a way that the duplicates are avoided?
Thank you in advance, Roman
Ebenezer_Osei | 2022-11-25 11:47:57 UTC | #2
Hello,
We are aware of that behavior. Here is a blog post explaining it and how you can improve your query results: https://developer.genesys.cloud/blog/2022-04-21-Analytics-conversations-api-behavior/
Best
RomanSmoll | 2022-11-25 11:48:52 UTC | #3
Hello Ebenezer, thank you for your reply, this actually clears everything for us, thank you !
have a great day :)
system | 2022-12-26 11:48:55 UTC | #4
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