SPMCSteve | 2019-01-07 19:08:56 UTC | #1
Greetings all;
Hoping someone can answer this for me. We currently have a number of 'sub' presence codes defined under the BUSY presence in PureCloud. Our agents can select these no problem, and they show up int he classic view of agent status by hovering over busy. This is all fine and dandy. The problem is, I cannot find any way to extract this data historically.
I can get the high level presence data as part of the AnalyticsUsersAggregateQuery, but these 'sub codes' (for lack of a better term) don't show up there. Additionally I cannot get the data from any of the reports built into Genesys. How does one get their hands on this data after the fact? I am not looking to build a real-time presence monitoring application just to get the data that should be stored in a database somewhere.
Thanks in advance.
tim.smith | 2019-01-07 19:45:54 UTC | #2
The "sub" presences you're referring to are organization presences, and they are returned by POST /api/v2/analytics/users/aggregates/query. The response has a property systemToOrganizationMappings that indicates which presences are found in the result set, and they're grouped by system presence. In the actual results, the qualifier property indicates the organization presence for the metric tOrganizationPresence.
SPMCSteve | 2019-01-07 20:17:57 UTC | #3
When I look at the result data I only see the organization presence codes that map to the high-level presence codes;
For example, if the system presence BUSY, AVAILABLE and OFFLINE are returns, I only have 3 organization presence codes that come back along with those three (so 6 metrics results in total). Even if the agent was 'BUSY' for a few different reasons.
So for example in our instance BUSY is the system presence; under organization presence I get: "cb0e6a02-1dae-4cac-82d1-723636fcca66" which maps out to "BUSY". Not the distinct organization presence code.
I have parsed the entire dictionary from systemToOrganizationMappings, but it doesn't contain the specifics. Just the mapping to the system presence codes.
Is there a different group by that is needed;I am grouping by userid at this moment.
tim.smith | 2019-01-08 14:55:52 UTC | #4
This API should be returning org presences. If you're missing data from the API, please open a case with PureCloud Care to investigate.
SPMCSteve | 2019-01-08 15:24:29 UTC | #5
Looks like I will have to go that route, as the only org presence codes I get are the default mappings created on top of the system codes.
SPMCSteve | 2019-01-09 18:35:23 UTC | #6
Just to confirm Tim before I open a ticket (and thank you for the replies thus far):
I am referring to 'secondary statuses' as they are known in the admin section. I wanted to make sure I got the terminology correct before I before the devs with a ticket on non-sense.
tim.smith | 2019-01-09 19:05:25 UTC | #7
Yes, the statuses configured in the screenshot below should be coming back from the user aggregate query. The UI calls these "secondary", but they're usually referred to as organization presences in the API's contracts.
SPMCSteve | 2019-01-09 19:10:11 UTC | #8
Great... Well great in that we are talking about the same thing. Not great in that they are not coming back in the query. But I will get the ticket opened. Thanks again!
system | 2019-02-09 19:17:35 UTC | #9
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