Genesys Cloud CX

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  • 1.  Performance Dashboard

    Posted 09-22-2022 13:10
    Good Morning Everyone,

    I have been digging and haven't found a reference to this as of yet. My company is both a Partner and user of Genesys Cloud CX and I am setting up Dashboards for our company internally. I know about the Queue Activity Detail workspace which will displace the current interactions with who is on a call with what caller. What I am looking for is a way to implement this into a Performance Dashboard. I found the way to implement the waiting portion and the user portion but have been unable to find a way to add the Current Interacting portion. Any assistance with this would be much appreciated.

    Chris
    #Unsure/Other

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    Christopher Georgia
    Edge Communications
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  • 2.  RE: Performance Dashboard

    GENESYS
    Posted 09-23-2022 09:03
    The queue activity detail is powered largely by the observation endpoints.  Grabbing the detail metrics from /api/v2/analytics/users/observations/query for each user you want to observe will pull back the current interacting conversations for each user.  On the queue side, /api/v2/analytics/queues/observations/query can be used to get queue relevant observations.  The results from the details of oInteracting will give you the list of conversations currently interacting in the queue.

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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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