Genesys Cloud - Main

Hello

Our customer is moving from AVAYA Elite to GCX. He has many historical reports, that he is interested to get in GCX as well.

We cannot find a way to combine the data using the API. Does anyone have experience with this?

For example, what is the way to get the following metric for all Contact Center per day

% Available Time

% Agent Hold Time

% Internal Time

% Parper Time

% Total Break

Prayer Status Time

Long Break Status Time

Toilet Break Status Time

Backoffice Status Time

Feedback Status Time

Briefing Status Time

Training Status Time

Paper Time

Incall Time

Answered Calls

Out calls

#Reporting/Analytics

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Anna Mazor
ITNAV-Pro Ltd.
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I am assuming that as you mention Avaya Elite they are using CMS. This is important as CMS has some odd ways of calculating time so do not expect the same numbers to display. CMS combines both status and performance in a single table because the data is not as granular.

In Genesys Cloud this is two separate API calls. These are the ones used in the Performance Views as well.

For the Presence information POST /api/v2/analytics/users/aggregates/query using tOrganizationPresence and tAgentRoutingStatus

For Answered and Out Calls this would be POST /api/v2/analytics/conversations/aggregates/query. You could simply group by agentId and use tAnswered and nOutbound.

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Richard Chandler
Connect
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Many thanks

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Anna Mazor
ITNAV-Pro Ltd.
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Original Message:
Sent: 06-03-2024 02:50
From: Richard Chandler
Subject: Historical agent metrics

I am assuming that as you mention Avaya Elite they are using CMS. This is important as CMS has some odd ways of calculating time so do not expect the same numbers to display. CMS combines both status and performance in a single table because the data is not as granular.

In Genesys Cloud this is two separate API calls. These are the ones used in the Performance Views as well.

For the Presence information POST /api/v2/analytics/users/aggregates/query using tOrganizationPresence and tAgentRoutingStatus

For Answered and Out Calls this would be POST /api/v2/analytics/conversations/aggregates/query. You could simply group by agentId and use tAnswered and nOutbound.

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Richard Chandler
Connect
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