Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  Historical Agent Activity API

    Posted 22 days ago

    Hi, I'm trying to figure out which API(s) would provide the information seen on the Performance | Agent Performance | Select Specific Agent | Schedules. By week this view shows an agent's activities for each day including how much time is attributed to each activity. 


    #PlatformAPI

    ------------------------------
    Xavier Davis
    ------------------------------


  • 2.  RE: Historical Agent Activity API

    Posted 22 days ago
    Edited by Luiz Rosa 22 days ago

    Hi Xavier Davis,

    You can access the platform's default views directly through the console. To retrieve the underlying endpoints used by these screens, you can use:

    Examples:

    Reporting Exports – Built-in Views

    

    POST /api/v2/analytics/reporting/exports

    Just provide the corresponding viewType, for example:

    • AGENT_PERFORMANCE_DETAIL_VIEW
    • QUEUE_PERFORMANCE_SUMMARY_VIEW
    • AGENT_SCHEDULE_DETAIL_VIEW

    Example Body:

    

    {
  "name": "Queue Performance Summary",
  "viewType": "QUEUE_PERFORMANCE_SUMMARY_VIEW",
  "timeZone": "America/Sao_Paulo",
  "exportFormat": "CSV",
  "interval": "2025-11-01T06:00:00.000Z/2025-11-25T06:00:00.000Z",
  "locale": "pt-br",
  "filter": {
    "mediaTypes": ["voice"]
  }
}

    Then call:

    

    GET /api/v2/analytics/reporting/exports

    When the status becomes COMPLETED, just extract the downloadUrl.

    Other useful APIs

    Agent Performance

    

    POST /api/v2/analytics/conversations/aggregates/query

    Example Body:

    

    {
  "filter": {
    "type": "and",
    "clauses": [
      {
        "type": "or",
        "predicates": [
          { "dimension": "userId", "value": "544b0ab3-2298-454a-87da-e7d1e269d9ec" }
        ]
      },
      {
        "type": "or",
        "predicates": [
          { "type": "dimension", "dimension": "mediaType", "value": "voice" }
        ]
      }
    ]
  },
  "metrics": [
    "tAnswered","tHandle","tTalkComplete","tHeldComplete","tAcw","tDialing",
    "tContacting","nTransferred","nOutbound","tNotResponding","tAlert",
    "tMonitoring","nBlindTransferred","nConsultTransferred","nError",
    "tParkComplete","tActiveCallback","oAudioMessageCount"
  ],
  "groupBy": ["userId"],
  "interval":"2025-11-12T03:00:00.000Z/2025-11-13T00:30:00.000Z"
}

    Conversation Details

    

    POST /api/v2/analytics/conversations/details/query

    Example Body:

    

    {
  "order": "desc",
  "orderBy": "conversationStart",
  "paging": { "pageSize": 50, "pageNumber": 1 },
  "segmentFilters": [
    { "type": "and", "predicates": [ { "dimension": "userId", "value": "544b0ab3-2298-454a-87da-e7d1e269d9ec" } ] },
    { "type": "or", "predicates": [ { "dimension": "mediaType", "value": "voice" } ] },
    { 
      "type": "or",
      "predicates": [
        { "dimension": "direction", "value": "inbound" },
        { "dimension": "direction", "value": "outbound" }
      ]
    }
  ],
  "interval": "2025-11-12T03:00:00.000Z/2025-11-13T03:00:00.000Z",
  "conversationFilters": [],
  "evaluationFilters": [],
  "surveyFilters": []
}

    Agent Schedule

    Get the userId

    

    GET /api/v2/users

    or

    

    POST /api/v2/users/search

    Get the agent's Management Unit

    

    GET /api/v2/workforcemanagement/agents/{userId}/managementunit

    Retrieve the schedules

    

    POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/agentschedules/search

    Example Body:

    

    {
  "startDate": "2025-11-10T00:00:00.000-03:00",
  "endDate": "2025-11-17T00:00:00.000-03:00",
  "userIds": ["544b0ab3-2298-454a-87da-e7d1e269d9ec"]
}

    Reference documentation

    Hope it helps. Good studies and great API exploration.



    ------------------------------
    Luiz Rosa
    Full stack developer
    ------------------------------

    Original Message


  • 3.  RE: Historical Agent Activity API

    Posted 21 days ago

    Hi Luiz, thank you for the thorough reply. I'm going to walk through your response today!



    ------------------------------
    Xavier Davis
    ------------------------------

    Original Message


  • 4.  RE: Historical Agent Activity API

    Posted 21 days ago

    Very good.. thanks



    ------------------------------
    Kaio Oliveira
    Interaxa
    ------------------------------

    Original Message


Related Content