smedavaram75 | 2022-06-12 22:59:03 UTC | #1
Hi, I am able to get the primary status of an agent/user for a particular interval, for example if a user in AVAILABLE/OFFLINE/ON_QUEUE/MEAL/BUSY/BREAK etc. I am using this API to get that info: /api/v2/analytics/users/details/query However, I have created some Secondary Status like "Checking Customer Emails" under the primary status "BUSY" (for example). But I am not getting that sub status info using the above api, it only returns as "BUSY" for that particular duration. Could anyone please suggest any api that would give me that sub-status information? Thanks in advance.
Jerome.Saint-Marc | 2022-06-13 15:33:24 UTC | #2
Hello,
The /api/v2/analytics/users/details/query returns Primary Presence Status and Secondary Presence status. You have to check the value of the organizationPresenceId attribute. It contains the id of the presence definition - which can be a primary status or a secondary status.
You can retrieve the list of presence definitions (primary and secondary status) using GET /api/v2/presencedefinitions or retrieving a specific one with GET /api/v2/presencedefinitions/{presenceId}.
Regards,
smedavaram75 | 2022-06-16 19:10:10 UTC | #3
Thanks Gerome. This is very helpful.
John_Carnell | 2022-06-21 13:15:25 UTC | #4
This post was migrated from the old Developer Forum.
ref: 15103