Genesys Cloud - Main

Hi, I would appreciate some help with retrieving the wait times for a queue in a 3 minute intervals going back 1 months! I am able to retrieve 30 minute data, but not 3 minute data. So, for example, I would like to know the average wait time, number of calls in queue and abandons for 2/13/24 at 19:00:00 and then at 19:03:00, 19:06:00 and so on.

It seems like there should be that info without setting up custom reporting, but cannot figure out a way to issue an API call to do it.

Thank you in advance!

Hi Victor,

For this you would need to use the API and the granularity option to PT3M which will split the data like below. However you will generate up to 10 times more data than using 30 minute intervals so your overall query interval will be shorter to 1 day.

In Body

  "interval": "2024-01-12T00:00:00/2024-01-13T00:00:00",
  "granularity": "PT3M"

In Results

"interval": "2024-01-12T12:39:00.000Z/2024-01-12T12:42:00.000Z"

Thank you for that!  

I think the main issue was the period. The limitation of one day did not come into my mind. Where did you see it?

Also, I ran into a very interesting problem: I can generate queue membership reports within Genesys Cloud, for example with Performance / Queue Agent/ Agents , but I cannot figure a straight way to retrieving historical queue memberships via API ( list the agents which belonged to Queue1 on 3/11/24 at 12:00:00 , for example). 

The two ways we are thinking of handling this:

• use routing events
     a. queue membership change notifications
     b. event log scan for v2.routing.queues.id.users
• query every 15 minutes with /api/v2/routing/queues/MyQueueID/users

None of them are really good and/or "pretty". Was anyone able to retrieve historical queue memberships via APIs? 

Hi Victor. I initially ran for 1 month and got an error response stating the granularity was too small for the interval. So simply changed it.