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  • 1.  No queued calls on skill?

    Posted 10-10-2025 07:51
    Edited by Amit Abdul 10-10-2025 08:05

    A pretty naive question - coming from Avaya background - in Genesys we cannot retrieved the number of calls queued per skill? 

    What I am finding strange: there is tWait and tAbandon.

    I noticed that it works for queues and skills. This gives me a total number for both of them. 

    There is also oWaiting which gives me current count of calls in queue. But it is not mentioned that it also works for a skill. So, the question is how can you have tWait and tAbandon for a skill but not a current count of the calls queued on some skill. 



    #API/Integrations

    ------------------------------
    Amit Abdul
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  • 2.  RE: No queued calls on skill?

    Posted 10-10-2025 15:21

    Hello Amit,

    I was checking out our API in the API Explorer and I didn't see anything that would parse out the number of calls per skill. However I did find this Idea to change the the EWT calculations to better include skills and languages. It's currently marked as Future Consideration in the Product Ideas Lab. I would recommend checking that out and voting/commenting on that Idea if you think it would be helpful, or to submit your own new feature request! 



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: No queued calls on skill?
    Best Answer

    Posted 10-12-2025 23:59

    If you use this API:  https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-analytics-queues-observations-query

    With this type of payload:
    {
      "detailMetrics": [
        "oWaiting"
      ],
      "filter": {
        "type": "and",
        "clauses": [
          {
            "type": "or",
            "predicates": [
              {
                "dimension": "queueId",
                "value": "YourQueueID"
              }
            ]
          }
        ]
      },
      "metrics": [
        "oWaiting"
      ]
    }

    You will get something like this for each waiting Email:

    {
                  "observationDate": "2025-10-13T03:55:19.829Z",
                  "conversationId": "10259309-7b00-4494-9868-e80554fdb684",
                  "sessionId": "b7eeabcf-6e63-45de-9b94-b147f9926190",
                  "requestedRoutingSkillIds": [
                    "a2d816f6-7816-485b-8fec-21f8499dde2a"
                  ],
                  "routingPriority": 0,
                  "participantName": "Robert Wakefield-Carl",
                  "direction": "inbound",
                  "addressFrom": "robert.wc@ttecdigital.com",
                  "addressTo": "robertwc@ttec.mypurecloud.com",
                  "requestedRoutings": [
                    "Standard"
                  ]
                }

    You just need to read the result and then parse for the number of requestedRoutingSkillId entries you have.  There is a lot more to the logic, but that should get you when ones waiting for a particular skill.  You can't search directly for it, but it is there. 



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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