grimdj | 2017-04-19 14:09:26 UTC | #1
Hi,
Is there any way to determine an agents status at a certain date/time, not just at the current date/time?
Also is there a way to filter this by a media type such as email? For example if an agent opens an email at 7:00 AM and closes it at 4:00 PM the users status will be interacting all day, so could we filter this and say give me the status of a user at a custom date/time but if they are interacting on an email just show on queue?
Thanks for the help
tim.smith | 2017-04-19 15:42:07 UTC | #2
grimdj, post:1, topic:1200
Is there any way to determine an agents status at a certain date/time, not just at the current date/time?
Yes, use POST /api/v2/analytics/users/details/query and provide the desired user ID and interval.
grimdj, post:1, topic:1200
Also is there a way to filter this by a media type such as email?
That filter wouldn't make sense in PureCloud. A user's presence or routing status is wholly unrelated to any queues or conversations. A user is INTERACTING if they are on any ACD conversations. If you need a view of what the agent was "doing", you'll need to use conversation detail analytics queries to inspect the conversations for the user. From there, you can determine how long they spent on each interaction and when they may have overlapped.
system | 2017-08-28 19:33:59 UTC | #3
This post was migrated from the old Developer Forum.
ref: 1200