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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.


    Christopher Georgia
    Edge Communications

  • 2.  RE: Performance Dashboard

    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.

    Ryan Legner
    Staff Product Manager, Genesys Cloud CX

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