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Null User ID's for Call Offered

  • 1.  Null User ID's for Call Offered

    Posted 06-05-2025 18:32

    Dileep_Cherukuri | 2024-10-31 17:43:17 UTC | #1

    Hi,

    We have identified a wired scenario while pulling the data using one of the genesys API. Below is the API endpoint we are using and the options we have selected.

    API Endpoint : /api/v2/analytics/conversations/aggregates/query

    API Selections:

    {

    "interval": "2024-10-23T10:00:00/2024-10-30T12:30:00",

    • "granularity": "PT30M",*
    • "metrics": [*
    • "nOffered"*
    • ],*
    • "groupBy": [*
    • "queueId",*
    • "userId"*
    • ]*

    }

    As you see in our API call, we are pulling the nOfferd metric by queueId and userId but interestingly on the results section we are not seeing any user IDs coming through.

    So in summary our question is - Why are we not seeing any user ID's for nOffered metric ? How can I get the user IDs and corresponding nOffered count? And for other metrics we are seeing the user IDs with the same API endpoint.

    Can you please help us understand the issue better ? Much appreciate your help.

    Eos_Rios | 2024-10-31 17:57:40 UTC | #2

    Offers are made to the ACD, not a user, therefore they have no user. Same is true of Abandons. A User can Alert, Answer and Handle.

    Dileep_Cherukuri | 2024-10-31 18:43:05 UTC | #3

    HI Eos,

    Thanks for responding.

    So, how can I see the calls offered for each user/agent ?

    Best, Dileep

    Eos_Rios | 2024-10-31 18:56:55 UTC | #4

    If you want all calls that were offered to an ACD and then got to an agent but may or may not have been answered by that agent that's an alert and would the count of tAlert

    If you want the portion of those alerts that were not answered that's tNotResponding

    Dileep_Cherukuri | 2024-10-31 19:03:27 UTC | #5

    That is so good to know Eos.

    So in general count of tAlert would be close to nOffered count and tNotResponding would be tAbandons ?

    Much appreciate your prompt responses.

    Eos_Rios | 2024-10-31 19:22:43 UTC | #6

    In both cases, no. Because a true abandon occurs before the call has progressed from the queue to an agent. There is no agent to ever attach that to.

    Agents only ever get a subset of the Offered. Also a tNotResponding doesn't get terminated, it goes back to queue and alerts someone else when they become available. So it reflects that specific agent failing to answer, but doesn't tell you if the customer then abandoned when they got back to queue or if they continued waiting for another rep.

    Dileep_Cherukuri | 2024-10-31 20:05:12 UTC | #7

    Thank you very much for all your responses. !!

    system | 2024-11-30 20:05:53 UTC | #8

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 30153



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