Ana_Laia | 2017-12-15 10:27:01 UTC | #1
Hi everyone,
I have a question related to agent’s “Interacting” status in real-time.
Is it possible to get via API the number of agents that are doing “After call work”, “Talking” or “Holding” the call? (from those that are on “Interacting” status)
I already tried to ask this question on Community:
Thank you in advance.
Best regards, Ana Laia
tim.smith | 2017-12-15 15:42:06 UTC | #2
The closest you can get is probably going to be the User Status Aggregate Query. This will give you a count of presences and routing statuses. The Queue Observation Query may also be useful. It will give you a count of users on/off queue.
If you need to identify the count of agents that have conversations in various states (e.g. connected, on hold, muted, acw, etc.), you'll need to pull the conversation details and aggregate the data manually.
system | 2018-01-15 15:42:14 UTC | #3
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