grimdj | 2016-11-03 16:42:16 UTC | #1
Hi,
I have been using the Analytics API PostQueuesObservationsQuery to track information about conversations. One of the metrics I am trying to get is the Call Wait Time. I am able to get the number of calls waiting for a queue but there is no information about the time.
<img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/65f18c2b245a0376ab5106b9f3bdf7bf834360b5.PNG" width="690" height="424">
Above is the code I am using to get the number of calls waiting in a queue and the logic to calculate the wait time of the call. I tried tracking a conversation through the PureCloud app and comparing the data displayed there to the data returned in the API call and it doesn't seem to match. It looks like there is a delay between what is displayed on the PureCloud app before I am able to see that data returned in the API call.
Any suggestions?
anon47305574 | 2016-11-18 16:44:10 UTC | #2
Regarding app vs API delays, there should not be any discrepancy as our application and UI is built on top of the same API.
For analytics data, there's generally three perspectives on the data being presented:
(1) Detail records: ledger/life-cycle-style event stream over some time interval. Timestamped, birth-to-death, audit log style details.
(2) Aggregate metrics: KPIs/metrics that occurred over some time interval, partitioned into smaller time buckets (e.g. two weeks worth of talk time partitioned into 12-hour sized buckets)
(3) Instantaneous observations: metrics that are only pertinent right now. No time interval, no lagging indicators (e.g. averages), no coarser views of the world. Snapshot of what is happening now.
The queue observations query falls into category #3 above. In its current implementation, the intent is fairly high-level aggregated snapshot data as opposed to drill-down/slice-and-dice. The data presented there is pretty coarse and there are some additional metrics we're considering for the future (e.g. longest waiting), but drill-down/wait time for each interaction is not currently in the plans.
It sounds like you might be interested in #1 or #2 from above however. The conversation detail query can give you the full series of timestamps on a per interaction basis, or, if your data needs are a bit coarser, the conversation aggregate query can give you the wait time for a given queue (but worth noting for the aggregate query: those datapoints would be for interactions that have stopped waiting, as opposed to those which are still in queue and actively waiting).
system | 2017-08-28 19:28:24 UTC | #3
This post was migrated from the old Developer Forum.
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