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  • 1.  Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 02-26-2021 09:55
    No replies, thread closed.

    Hi,

    Is it possible in Genesys Cloud to obtain the duration of the longest waiting call on specific queue dynamically through API/Data action ?
    We need this information in Architect (IQF Flow) in order to compare this value for logical decision and routing behavior.

    Thank you in advance.


    #PlatformAdministration
    #Reporting/Analytics

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    Mostafa Oudderhem
    Coverage-Communication
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  • 2.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 02-26-2021 10:29
    No replies, thread closed.
    In the Appfoundry you can find custom actions (https://appfoundry.genesys.com/filter/genesyscloud/listing/13074443-4ffc-46b6-82c7-c3f4af51861f). Among others there is also to get oldest waiting call start time.


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    Armands Bunkovskis
    Adventus Solutions Sia
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    Original Message


  • 3.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 02-26-2021 10:39
    No replies, thread closed.
    Hi Armands,

    Thanks for your feedback, do you know if this feature (custom data action) available in AppFoundry is free of charge ? can I enable it on the customer's Org ?
     I think this feature we cannot have it on Genesys Cloud without using AppFoundry.

    Thank you.

    ------------------------------
    Mostafa Oudderhem
    Coverage-Communication
    ------------------------------

    Original Message


  • 4.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 02-26-2021 10:52
    No replies, thread closed.
    Yes, it is free of charge. You will download zip file with many actions and then import needed action from Actions page in your org.



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    Armands Bunkovskis
    Adventus Solutions Sia
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    Original Message


  • 5.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 02-26-2021 10:56
    No replies, thread closed.
    Hi Armands,

    Good !! I will try this and let you know.

    Many thanks.

    ------------------------------
    Mostafa Oudderhem
    Coverage-Communication
    ------------------------------

    Original Message


  • 6.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 05-20-2025 05:42
    No replies, thread closed.

    Hi Mostafa, 

    We are currently exploring this data action. The only output that were getting back is a timestamp instead of a waitingtime or conversation ID.

    How did you do this?

    Thank you in advance.



    ------------------------------
    Yeliz Ozdemir
    na
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    Original Message


  • 7.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 05-20-2025 07:40
    No replies, thread closed.

    You can use the API:

    https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-analytics-queues-observations-query



    ------------------------------
    Bruno Silva
    Genesys Competency Lead
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    Original Message


  • 8.  RE: Data Action to retrieve the longest waiting time for calls waiting on queue

    Posted 05-21-2025 10:45
    No replies, thread closed.

    Hello Bruno, 

    I still don't get the waittime of the call that's waiting in the queue.

    The only respons I'm getting is the number of waiting call in the queue.



    ------------------------------
    Yeliz Ozdemir
    na
    ------------------------------

    Original Message


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