vkondula | 2017-06-23 07:50:55 UTC | #1
I am using the /api/v2/analytics/users/aggregates/query endpoint to get information about user's system presence and routing status. But those two values are aggregated separately. Is there a way to get aggregation like: "He had this system presence WHILE having this routing status".
anon28066628 | 2017-06-23 13:48:13 UTC | #2
This article might help - https://developer.mypurecloud.com/api/rest/v2/presence/understanding_presence.html
For any presence that is not On Queue (Available, Busy, Away, Meeting, etc.) the routing status will necessarily be "off queue". If the routing status is anything else (idle, interacting, not responding) then their presence is On Queue.
tim.smith | 2017-06-23 13:53:53 UTC | #3
vkondula, post:1, topic:1457
Is there a way to get aggregation like: "He had this system presence WHILE having this routing status".
They are separate values and are not aggregated as a single value by the system. If this is something you require, you can get the detailed presence and routing status timestamps from POST /api/v2/analytics/users/details/query and aggregate them in a manner that suits you.
system | 2017-07-24 13:53:58 UTC | #4
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This post was migrated from the old Developer Forum.
ref: 1457