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  • 1.  Get maximum number of calls that were waiting simultaneously

    Posted 04-01-2020 11:50
    No replies, thread closed.
    Greetings,

    I have a question related to quality/queue performance data.

    I'm trying to find how to get the maximum number of calls that were waiting simultaneously in the past, not in real time. I'm also looking for the same for emails.

    For instance, yesterday on queue "Voice" Activity view the maximum number of calls on "Waiting list" was 40 calls or two days ago on queue "Mail" Activity view the maximum number of emails on "Waiting list" was 300 emails.

    Initially I was looking to "offer" metric on Queue Performance view. However this metric only shows that were offered to the queue X calls/emails by 30 minutes interval, it doesn't show if these offered calls or emails were waiting simultaneously or if there were waiting calls/emails before, as it isn't a cumulative number.

    Can you help me to get this number/metric?

    Thank you in advance.

    Best regards,
    Ana Laia
    #Reporting/Analytics


  • 2.  RE: Get maximum number of calls that were waiting simultaneously

    Posted 04-02-2020 10:06
    No replies, thread closed.
    Hey Ana,

    I don't think this is currently possible even via Rest API calls. I attempted to find one that would allow me to query for an exact time but it forces a 30 minute window for any of the historical calls. You can use the queue observation query to see exactly whats happening right now but not historically. Unfortunately I suspect you will need to submit a feature request for that functionality. This is where you submit a new Idea:
    https://purecloud.ideas.aha.io/ideas

    Best Regards,


    ------------------------------
    Kyle Griffin
    ConvergeOne, Inc.
    Genesys Partner
    ------------------------------

    Original Message


  • 3.  RE: Get maximum number of calls that were waiting simultaneously

    Posted 04-02-2020 10:25
    No replies, thread closed.
    I haven't tried, but you might be able to export the Interactions view data for a specific date to .csv, then manipulate the data in Excel to figure out the max simultaneous by looking at the start and end times of calls...but it will not be easy.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


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