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HI

How would I get a list of agents who have logged on in the last 3 months, their roles and possibly talk/hold time for the previous 3 months.

Many thanks

Hi Philip, 

You can automate this using Genesys Cloud APIs with a two-step process, at the moment there is not a consolidated UI view to give you what you would be looking for.

First, retrieve the performance data by making a POST call to /api/v2/analytics/users/details/jobs. The query returns user activity data including talk time, hold time and other performance metrics along with user IDs. After submitting the job, you'll poll the job status endpoint and then retrieve the results once the job completes. The results will be paginated, so you may need to iterate through multiple pages using cursors. You could also manually export some of this information from the Agent Performance view in the UI if you prefer a hybrid approach.

Second, get the user and role information by calling GET /api/v2/users to retrieve your list of users. This should give you basic user information including names and emails. To get role assignments, you'll need to query the authorization endpoints for each user to see which roles they have assigned or alternatively use the expand parameter on the GET /api/v2/users call as outlined here - https://community.genesys.com/discussion/get-list-of-assigned-roles-for-all-users#bm954742cd-d4d9-4daa-b7ab-019ce279b5d8. The API returns user IDs which you can use as the common key to join this data with your performance metrics.

Once you have both datasets, combine them programmatically using the user ID as your join key. The result is a complete view showing which agents were active in the last 3 months, their roles and their talk and hold time metrics.

This approach requires someone comfortable with REST APIs and data manipulation but once built it can be automated to run on a regular schedule, making it ideal if you need this report frequently.

HI

How would I get a list of agents who have logged on in the last 3 months, their roles and possibly talk/hold time for the previous 3 months.

Many thanks

Hi Philip, 

You can automate this using Genesys Cloud APIs with a two-step process, at the moment there is not a consolidated UI view to give you what you would be looking for.

First, retrieve the performance data by making a POST call to /api/v2/analytics/users/details/jobs. The query returns user activity data including talk time, hold time and other performance metrics along with user IDs. After submitting the job, you'll poll the job status endpoint and then retrieve the results once the job completes. The results will be paginated, so you may need to iterate through multiple pages using cursors. You could also manually export some of this information from the Agent Performance view in the UI if you prefer a hybrid approach.

Second, get the user and role information by calling GET /api/v2/users to retrieve your list of users. This should give you basic user information including names and emails. To get role assignments, you'll need to query the authorization endpoints for each user to see which roles they have assigned or alternatively use the expand parameter on the GET /api/v2/users call as outlined here - https://community.genesys.com/discussion/get-list-of-assigned-roles-for-all-users#bm954742cd-d4d9-4daa-b7ab-019ce279b5d8. The API returns user IDs which you can use as the common key to join this data with your performance metrics.

Once you have both datasets, combine them programmatically using the user ID as your join key. The result is a complete view showing which agents were active in the last 3 months, their roles and their talk and hold time metrics.

This approach requires someone comfortable with REST APIs and data manipulation but once built it can be automated to run on a regular schedule, making it ideal if you need this report frequently.

HI

How would I get a list of agents who have logged on in the last 3 months, their roles and possibly talk/hold time for the previous 3 months.

Many thanks