fenexdev | 2024-02-24 20:13:16 UTC | #1
I'm having issues to calculate the today's service level of one and many queues. (Already gathered the list that I want to average and the individual ones I want to calculate.)
Currently I'm using conversations/aggregates/query to return the "oServiceLevel" metric. Using this structure:
query = PureCloudPlatformClientV2.ConversationAggregationQuery()
query.interval = date_str
query.metrics = ['oServiceLevel']
query.group_by = ['queueId']
query.filter = PureCloudPlatformClientV2.ConversationAggregateQueryFilter()
query.filter.type = 'or'
query.filter.predicates = [PureCloudPlatformClientV2.ConversationAggregateQueryPredicate()]
query.filter.predicates[0].type = 'dimension'
query.filter.predicates[0].dimension = 'queueId'
query.filter.predicates[0].operator = 'matches'
query.filter.predicates[0].value = queue_id
query_result = analytics_api.post_analytics_conversations_aggregates_query(query)
serviceLevel = query_result.results[0].data[0].metrics[0].stats.ratio
And timestamp "[Today date]T00:00:00.000Z/[Tomorrow date]T00:00:00.000Z" While it does work to obtain "a value" It does not return the exact value that Genesys returns through the online platform which is what I need.
As well for many queues group average service level for today, I group them all and do a little math to obtain the average, but same thing it doesn't return the proper value.
The math:
group_average_service_level = {k: round((sum(v) / len(v)) * 100) for k, v in group_service_levels.items()}
Most likely there's a variable I'm not taking in mind but the Queue Performance tool from Genesys does, what it may be? How can I obtain the proper ServiceLevel to have it matching the one showing in the platform?
Thank you and best regards.
system | 2024-03-26 20:12:45 UTC | #2
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