Jeff | 2021-10-18 04:40:09 UTC | #1
Hi Team,
Just wanted to check if this was a bug or I've done something wrong.
I'm using a custom Data Action to call the Analytics API (api/v2/analytics/queues/observations/query) to get the current 'oOnQueueUsers' metric for a specific queueId.
E.g.
{ "filter": { "type": "or", "clauses": [ { "type": "or", "predicates": [ { "type": "dimension", "dimension": "queueid", "value": "a729e768-####-####-####-bb5e88b30aa3" } ] } ] }, "metrics":["oActiveUsers", "oOnQueueUsers"] }
I've been sucessfully using this in the past without any issue. However after just re-activating some old users and adding them to the queue, the API is now showing these 'Offline' and 'Off Queue' users as being OnQueue.
For example, the 8 staff members added are showing Offline, their Routing Status is Off Queue, and they all have 0 interactions. Yet the 'oOnQueueUSers' is still counting these 8 staff.
If I remove these 8 staff and put the existing members back in, the metric reports correctly (as expected).
Would this be a bug in the API bringing the wrong value?
Cheers, Jeff.
Jerome.Saint-Marc | 2021-10-19 16:10:28 UTC | #2
Hello,
That indeed doesn't look normal. I would suggest to open a ticket with Genesys Cloud Customer Care so they can investigate. We don't have access and can't investigate customer data on the forum.
Regards,
system | 2021-11-18 16:10:29 UTC | #3
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