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Mr. Amit Abdul

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RE: Retrieving CurrentCount, Ave Abandon, AveTime from IVR part of the flow

Posted By Amit Abdul 04-01-2026 09:26
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
@Phaneendra Avatapalli , @Marcello Jabur , thank you very much for detailed answers Could you also clarify if I understand correctly that to receive real-time data (about current calls in the IVR state), I should use the "v2.analytics.flow.(id).metrics" notification? I'm trying to achieve this by subscribing ...

Retrieving CurrentCount, Ave Abandon, AveTime from IVR part of the flow

Posted By Amit Abdul 03-31-2026 04:22
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, I understand we can retrieve the metrics for IVR using v2.analytics.flow.(id).metrics; however, I cannot figure out where it contains: average abandon time (in IVR) average IVR time 1. Can someone please tell me how to retrieve the above? 2. I already have trouble getting my head around ...

RE: Formula for calculating "occupancy" in a Genesys Analytics workspace

Posted By Amit Abdul 03-25-2026 09:59
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hello @Josh Coyle Thank you! ------------------------------ Amit Abdul CEO ------------------------------

RE: The difference between API data and analytics workspace data.

Posted By Amit Abdul 03-25-2026 09:58
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hello @Matheus Dos Santos ! Thank you ------------------------------ Amit Abdul CEO ------------------------------

Formula for calculating "occupancy" in a Genesys Analytics workspace

Posted By Amit Abdul 03-19-2026 14:08
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hello! Could you please tell me what formula is used to calculate the 'Occupancy' field for agents? Thanks in advance #PlatformAPI ------------------------------ Amit Abdul CEO ------------------------------

The difference between API data and analytics workspace data.

Posted By Amit Abdul 03-19-2026 13:57
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hello! I've noticed some inconsistencies between the data in Genesys Analytic Workspace and the API data I'm receiving from /api/v2/analytics/conversations/aggregates/query Here's an example of the data I see for a particular queue used on March 13th from 6:00 PM to 7:00 PM JST: And this is the ...

RE: Placing calls using cloud credentials / Authorized User option?

Posted By Amit Abdul 03-11-2026 21:47
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
This is brilliant! It tried it and it worked: /conversations/calls/user/(userId) does place a call using the client credentials. Thank you! But it does not work for answering / hold / retrieve / disconnect . Can we do it? ------------------------------ Amit Abdul CEO ----------------------------- ...

Placing calls using cloud credentials / Authorized User option?

Posted By Amit Abdul 03-09-2026 10:06
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, setup: PC1 - Agent Workspace OP1 PC2 - Agent Workspace OP2 Server - my program that uses Genesys API I am struggling to write a program that would allow me to use one API app to place / answer calls for multiple agents I would have an agent logged in on PC1 and I would like to remove place ...

No ACW metrics for Callbacks with ACW Mandatory / Discretionary

Posted By Amit Abdul 03-03-2026 04:18
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, I cannot get any ACW time related info for a callback call when ACW settings are configured for Mandatory, Discretionary. (Optional the same issue) We have no issues retrieving ACW-related metrics for Mandatory, Time-box and Mandatory, Time-boxed no early exit . So, I know that code works. What ...

Do I really need CX3 for /api/v2/teams ?

Posted By Amit Abdul 02-26-2026 02:49
Found In Egroup: Genesys Cloud - Main \ view thread
I am calling Teams to retrieve the list of different teams and agents belonging to them via API. According to ChatGPT it may or may not require CX2 or above. ChatGPT says: /api/v2/teams groups:team:view No Requires WEM Add-on or CX3 upgrade. but, according to Genesys link here, it says that ...

Log Capture

Posted By Amit Abdul 01-26-2026 01:24
Found In Egroup: Genesys Cloud - Main \ view thread
Can someone please explain to me how to use Log Capture? According to the documentation it is possible to request a log for any agent (even not monitored one) if it is for the last 5 minutes. I logged into workspace, set myself to OnQueue, then wen OffQueue, and then went to Log Capture and typed my ...

Segmenting Reports by Multiple Branches

Posted By Amit Abdul 01-15-2026 04:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I have agents working at different locations receiving the calls from the same queue. The locations are a physically separate building with their own DNIS. How can I keep queue and agent-related stats per branch? Filter by DNIS? Create a skill for each location and assign it to agents and ...

How to track outbound performance by skill?

Posted By Amit Abdul 01-07-2026 22:12
Found In Egroup: Genesys Cloud - Main \ view thread
if I assign a skill to an outbound agent, can I get the same stats for that skill as for the inbound skill (obviously inbound talk time would be an outbound talk time, etc)? #Outbound ------------------------------ Amit Abdul ------------------------------

Detecting Queues with Calls where there are not agents assigned

Posted By Amit Abdul 12-10-2025 07:30
Found In Egroup: Genesys Cloud - Main \ view thread
Problem: calls sometimes are placed into a queue with no logged in agents. What's needed: a simple way to track all the queues and raise an alarm when this happens. I would like to do it without a changing the current flows. 1. Is there a simple way to create some sort of trigger that would raise ...

RE: Unsure whether we need CX3 subscription

Posted By Amit Abdul 12-10-2025 07:27
Found In Egroup: Genesys Cloud - Main \ view thread
thank you for that. So, instead of paying per named user, we would be charged CX1 price per concurrent connections? ------------------------------ Amit Abdul ------------------------------

RE: Unsure whether we need CX3 subscription

Posted By Amit Abdul 12-10-2025 00:10
Found In Egroup: Genesys Cloud - Main \ view thread
So, to be clear there is not some sort of eval / development environment for the partners? ------------------------------ Amit Abdul ------------------------------

Unsure whether we need CX3 subscription

Posted By Amit Abdul 12-09-2025 03:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, for our eval environment we are paying CX3 prices for each account ($155 per agent per month). Q1 - is there some "developer environment" we can purchase which we can use as a playground without being charged $155 per agent per month? I am told that Genesys is discontinuing ...

Did something change with Web Sockets?

Posted By Amit Abdul 11-25-2025 22:01
Found In Egroup: Genesys Cloud - Main \ view thread
I am using web sockets and API for our phone. Out of blue, starting from 11/21 some of our deployments started to have sporadic wss socket errors timeout. Seems to be limited to a small pocket of deployments for now. Is anyone else facing the same issue ? ERROR - _handle_websocket_messages - WebSocket ...

Filtering Skill Groups by DNIS

Posted By Amit Abdul 11-18-2025 22:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I have a requirement where we have several skill groups that need to be combined based by DNIS and show the stats based on that. Is there a way to do it within Genesys Cloud without resorting to API? For example, something like DNIS_GROUP = Filter(SkillGroup(A,B,C), DNIS="1800FLOWERS") ...

Raise an Alarm if Call is Queued in a Queue with No Agents

Posted By Amit Abdul 11-10-2025 04:24
Found In Egroup: Genesys Cloud - Main \ view thread
Problem: calls sometimes are placed into a queue with no logged in agents. What's needed: a simple way to track all the queues and raise an alarm when this happens For reasons I do not can't to go into, changing the callflows is not an option, therefore adding a check to ensure that there ...