Genesys Cloud - Developer Community!

Hi All,

We're trying to identify an API in Genesys that provides data on agent secondary statuses (busy codes).

Business Requirement:
We need to measure how much time agents spend on non-conversation activities, such as:

• Portal Tickets

• SNOW Chat

• Project Support

• Bridge Support

These statuses are used to track work performed outside of direct customer interactions.

Could you please advise which Genesys API provides this information?

Thank you,

Mahesh 

#PlatformAPI

------------------------------
Mahesh B
------------------------------

A User Aggregate API query can give you tOrganizationpresence across a Range. That will be tied to an ID which you can then track back to the specific secondary status it represents

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
------------------------------