Renaud_Larcier | 2019-12-23 10:22:16 UTC | #1
Hello
We're using following query : https://developer.mypurecloud.com/api/rest/v2/analytics/user_aggregate.html
we looking at following qualifiers :
- tOrganizationPresence contains following qualifiers:
- AVAILABLE
- BUSY
- BREAK
- ON_QUEUE
- OFFLINE
- tAgentRoutingStatus contains following qualifiers:
- INTERACTING
- NOT_RESPONDING
- IDLE
We have following assumption ONQUEUE = (INTERACTING + NOTRESPONDING + IDLE ) but the numbers don't seem to add exactly up
Are we using the wrong assumption - are there other qualifiers we should consider in our formula? Is it because there is maybe tagentroutingstatus values in previous or next interval ?
Tx Renaud
crespino | 2019-12-23 17:08:05 UTC | #2
User Aggregate generates pre-calculated results, so what you are checking the values against when you state "the numbers don't seem to add exactly up"? Are you comparing against values from the User Status Detail Report?
Renaud_Larcier | 2019-12-31 12:40:53 UTC | #3
tx for response we take values for INTERACTING/NOTRESPONDING/IDLE AND ON QUEUE in the same result txt file Yet the ONQUEUE is not exactly equal to the sum of the 3 other qualifiers
On queue value is 23678248 while sum of the 3 other qualifiers is 23690421
Below the result table from a single user aggregate query
Column1.interval | Column1.metrics.metric | Column1.metrics.qualifier | Column1.metrics.stats.sum | Column1 |
2019-12-14T00:00:00.000Z/2019-12-14T23:59:59.000Z | tAgentRoutingStatus | INTERACTING | 20624787 | |
2019-12-14T00:00:00.000Z/2019-12-14T23:59:59.000Z | tAgentRoutingStatus | NOT_RESPONDING | 17418 | |
2019-12-14T00:00:00.000Z/2019-12-14T23:59:59.000Z | tAgentRoutingStatus | IDLE | 3048216 | |
2019-12-14T00:00:00.000Z/2019-12-14T23:59:59.000Z | tOrganizationPresence | ON_QUEUE | 23678248 | 23690421 |
2019-12-14T00:00:00.000Z/2019-12-14T23:59:59.000Z | tOrganizationPresence | 03af8d19-653f-45f7-97db-803bf86bde50 | 3310054 | |
2019-12-14T00:00:00.000Z/2019-12-14T23:59:59.000Z | tOrganizationPresence | 227b37e2-f1d0-4dd0-8f50-badd7cf6d158 | 4296171 | |
2019-12-14T00:00:00.000Z/2019-12-14T23:59:59.000Z | tOrganizationPresence | 6a3af858-942f-489d-9700-5f9bcdcdae9b | 610552 | |
2019-12-14T00:00:00.000Z/2019-12-14T23:59:59.000Z | tOrganizationPresence | ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5 | 54503975 | |
crespino | 2019-12-31 15:39:03 UTC | #4
I can see why you would think that ONQUEUE = (INTERACTING + NOTRESPONDING + IDLE ), but that is actually an incorrect assumption. ON_QUEUE is a presence status and the others are routing statuses and they are tracked separately, so the times will be close but will never add up exactly the same.
For instance I subscribed to the "v2.users.{id}.activity" event and I received this where "IDLE" is my routing status and "ON_QUEUE" is my presence:
{ "id": "1c1ca8b5-8740-481e-92f5-cf23870284bd", "routingStatus": { "status": "IDLE", "startTime": "2019-12-31T15:28:09.980Z" }, "presence": { "presenceDefinition": { "id": "e08eaf1b-ee47-4fa9-a231-1200e284798f", "systemPresence": "ON_QUEUE" }, "presenceMessage": "PureCloud World Domination", "modifiedDate": "2019-12-31T15:01:33.319Z" }, "outOfOffice": {}, "activeQueueIds": [ "162d472f-adc3-4cdd-8222-98379ee38390" ], "dateActiveQueuesChanged": "2019-08-15T19:32:50.765Z" }
As a side note... You are using tOrganizationPresence and you may want to use tSystemPresence to factor in any custom statuses.
Renaud_Larcier | 2020-01-02 11:54:44 UTC | #5
tx - that makes sense
system | 2020-02-02 11:54:47 UTC | #6
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 6795