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tNotResponding:count vs 'Not Responding' in My Queues Activity view

  • 1.  tNotResponding:count vs 'Not Responding' in My Queues Activity view

    Posted 06-05-2025 19:06

    sirecki | 2020-12-04 10:20:29 UTC | #1

    Hi,

    The tNotResponding:count metric returned from the aggregate API endpoint, /api/v2/analytics/conversations/aggregates/query, does not seem to match the 'Not Responding' count in the Genesys Cloud 'My Queues Activity' view. For a specified day, the API endpoint returned a tNotResponding:count of 7, vs the Genesys Cloud View showing a count of only 1 (for the same queue on the same day)

    The definition of tNotResponding on https://developer.mypurecloud.com/api/rest/v2/analytics/metrics.html is: "The time an agent was being alerted without responding to a queue conversation."

    The definition of 'Not responding' on https://help.mypurecloud.com/articles/my-queues-activity-view/ is: "An agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions."

    Our theory is that the tNotResponding:count metric returns a count of all interactions which were alerted AND where the agent did not answer OR they declined the interaction. Where the View only counts instances where the agent did not answer and it does not include any declines.

    Can you please either;

    1. Validate our theory above

    OR

    1. Provide a more detailed definition of tNotResponding:count, than what's available on https://developer.mypurecloud.com/api/rest/v2/analytics/metrics.html

    Thank you! Stephen

    Jerome.Saint-Marc | 2020-12-05 09:24:31 UTC | #2

    Hello,

    The tNotResponding (from the Conversations Aggregate query) and the Not Responding (from the "My Queues Activity" Performance view) both take into consideration the case where the agent did not answer and the case where the agent declined the interaction.

    Using the Conversation Aggregate Query, tNotResponding stats.count will contain the number of times an interaction was declined or was redirected back to queue on alerting timeout, during the interval you have specified in your query (if the same interaction is declined twice - by 2 different agents or by the same agent - it will count as 2).

    The Not Responding on the "My Queues Activity" Performance view represents the number of agents who are currently in NOTRESPONDING [routing status](https://developer.mypurecloud.com/api/rest/v2/presence/understandingpresence.html). It is real-time information. If an agent declines an interaction (or if the interaction times out during alerting), his routing status (ACD routing status) will be changed to NOTRESPONDING. The view will then display/add one for the current number of agents in NOTRESPONDING. Once the agent changes his routing status (going off queue, or making himself eligible again), he is not in NOT_RESPONDING routing status anymore. He will not be counted as Not Responding in the performance view.

    Hope this clarifies.

    Regards,

    sirecki | 2020-12-07 13:23:51 UTC | #3

    Thank you Jerome. It does help clarify. Cheers, Stephen

    system | 2021-01-06 13:23:54 UTC | #4

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 9447



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