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  • 1.  Order of /api/v2/analytics/queues/observations/query

    Posted yesterday

    Hi Genesys developer community,

    When execute the endpoint /api/v2/analytics/queues/observations/query, only return a 100 detailed conversationIds on a channel (email for example) when filter the metric oWaiting. 
    My question, since we cannot sort on the request is. What are these 100 emails? The first ones, the last ones, random?

    Thanks in advanced.

    Best regards,


    #PlatformAPI

    ------------------------------
    Nuno Paulo
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  • 2.  RE: Order of /api/v2/analytics/queues/observations/query

    Posted yesterday
    Edited by Phaneendra Avatapalli yesterday

    Hi Nuno,

    From what I can see, the sort order isn't explicitly documented for this endpoint. However, it appears to follow a similar pattern to the Queue Activity Detail view in the Genesys UI.

    Based on that, it is likely that the 100 conversation IDs represent the oldest interactions currently waiting (i.e. those with the longest wait time), as these are typically prioritised for SLA visibility.

    If you need more than the first 100 results, or need a different sort order (for example newest first), you may want to consider using the Conversation Detail Query (/api/v2/analytics/conversations/details/query) with a filter for waiting interactions. That endpoint supports pagination and more flexible querying.

    Hopefully someone from the community or Genesys team can confirm the exact ordering behaviour.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 3.  RE: Order of /api/v2/analytics/queues/observations/query

    Posted yesterday

    Hi Nuno, 

    According to our documentation (https://developer.genesys.cloud/analyticsdatamanagement/analytics/observation/queue-query#observation-details), when detailMetrics is set in the query for oWaiting or oInteracting, the response includes:

    Up to 50 oldest and up to 50 newest observations

    So those 100 email conversations you're seeing should be:

    • The 50 that have been waiting the longest (oldest)
    • The 50 that most recently entered the waiting state (newest)

    This gives you visibility into both ends of the spectrum - interactions that might be approaching SLA thresholds and the most recent activity in the queue.

    Each observation includes the start time, conversationId, sessionId and other dimensions like addressFrom, addressTo, etc., so you can identify which is which based on the observation start time.

    If you need more comprehensive data or different sorting options, I'd recommend checking out the /api/v2/analytics/conversations/details/query endpoint, which supports pagination and more flexible filtering.

    If you're seeing different behavior in practice or want to verify this directly, I'd recommend:

    1. Checking the official API reference documentation on developer.genesys.cloud
    2. Opening a support case if the actual behaviour differs from what's documented
    3. Testing with known quantities to verify the sorting behaviour


    ------------------------------
    Josh Coyle
    Senior Professional Services Consultant
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    Original Message


  • 4.  RE: Order of /api/v2/analytics/queues/observations/query

    Posted yesterday

    Thank you, Josh that's really helpful and clears it up 👍



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


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