Oscar.Rivas | 2020-11-17 10:11:48 UTC | #1
Hello,
Is there an api to know how many customers are waiting for their call to be attended?
It made a lot of sense to me to find that information in the call to API /api/v2/routing/queues/{queueId}, but I didn't find it. Could someone tell me how to get that number?
thanks in advance
Jerome.Saint-Marc | 2020-11-18 07:23:40 UTC | #2
Hello,
If you want to retrieve the number of conversations/customers waiting in a specific Queue, you can use the Query for Queue Observations. Using the queue query, you can get the number of interactions waiting in the Queue (oWaiting), the number of interactions in alerting/ringing (oAlerting), ... Some info on the queue query here. And a tutorial showing how to leverage this query.
You can also try/test your query from the Analytics Builder tool (In Developer Tools.
Make sure to specify the metrics you want to retrieve (oWaiting at least) in the metrics attribute of the request body (query for queue observations).
If you want to maintain/store these values in your application, and get them updated in real-time, you could also use the Notifications (in the Platform API). Request a channel via Platform API, open a web socket, subscribe to the topics you want/need, and receive notifications via this web socket. There is a topic for Queue Statistic Observations: v2.analytics.queues.{id}.observations [replace {id} with the id of the queue you want to monitor].
Regards,
system | 2020-12-19 07:23:41 UTC | #3
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