Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Is it possible to display the "time since last interaction"

    Posted 03-09-2021 13:45
    No replies, thread closed.
    Hi, I wonder if it's possible to display the "Time since last Interaction" of an agent.
    Since that time is the main criteria to assign interactions to an agent by the ACD system, some customers want to check if the interaction distribution in a queue is really working as intended.
    It would be similar to the time displayed in the Queue Activity view showing the time in status for the members of the queue.

    Thanks,
    Henry
    #Reporting/Analytics
    #Routing(ACD/IVR)

    ------------------------------
    Henry Zambrano
    Powernet Global Telecommunications
    ------------------------------


  • 2.  RE: Is it possible to display the "time since last interaction"

    Posted 03-10-2021 01:03
    No replies, thread closed.
    This one will get you the last time of status change, so if you could go off time since Idle: api/v2/users/{userId}/routingstatus

    Otherwise, all I could think of was to look through the last conversations until you find that user and get the disconnect time.





    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


Related Content