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Request for Real-Time API Data Integration with Wallboard – Genesys Cloud Capabilities

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  • 1.  Request for Real-Time API Data Integration with Wallboard – Genesys Cloud Capabilities

    Posted 04-11-2025 08:50
    No replies, thread closed.

    Hello,

    One of our clients would like to implement an API to push data to their wallboard.

    Regarding API calls, they are consumers of the APIs provided by subcontractors (us).

    The data they expect to receive includes the following fields:

    Field Type Description
    COMPANY (defined by us) Company identifier
    SG text Name of the service group or VDN
    APPELS_EN_ATTENTE int Number of calls currently in queue
    TEMPS_ATTENTE_MAX int Maximum waiting time (in seconds)
    APPELS_EN_COURS int Number of calls currently connected (not in queue)
    AGENTS_CONNECTES int Number of agents staffed on the queue
    AGENTS_EN_APPEL int Number of staffed agents currently on a call (may differ from APPELS_EN_COURS if multiskilled)
    AGENTS_DISPONIBLES int Number of agents currently available for new calls
    APPELS_RECUS int Cumulative number of calls received (daily)
    APPELS_REPONDUS int Cumulative number of calls answered (daily)
    APPELS_ABANDONNES int Cumulative number of abandoned calls (daily)
    ACCESSIBILITE (calculated by us) Accessibility rate
    TAUX_ABANDON (calculated by us) Abandonment rate
    TPS_MOY_APPEL int Average call duration (in seconds)
    DELAI_MOY_REPONSE int Average time (in seconds) to answer a call
    DELAI_MOY_ABANDON int Average time (in seconds) before a call is abandoned

    The fields COMPANY, ACCESSIBILITE, and TAUX_ABANDON are generated on client's side. All other fields must be provided by the API, and the statistics must be available for each service group (or equivalent concept).

    Do we have the ability to achieve this with Genesys Cloud?
    What APIs are available to push real-time data, similar to what is displayed in the supervisor dashboard?


    #AnalyticsAPI
    #Dashboards
    #Metrics
    #PerformanceExports
    #PerformanceViews
    #Unsure/Other

    ------------------------------
    Rihab
    ------------------------------


  • 2.  RE: Request for Real-Time API Data Integration with Wallboard – Genesys Cloud Capabilities
    Best Answer

    Posted 04-22-2025 06:42
    No replies, thread closed.

    Hi Rihab,

    You can use the Analytics detail and aggregates APIs to load the data and Notification Service for pushing real-time data and updates (similar to how the built in dashboards work).  You might be able to use the dashboards function to get the majority of this data, depending one what you mean by "service group" and using the Web Content Widget to pull in the clients fields.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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