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OFF_QUEUE routing status missing from 'user status aggregate' endpoint

  • 1.  OFF_QUEUE routing status missing from 'user status aggregate' endpoint

    Posted 06-05-2025 19:06

    andy.carter | 2019-12-05 16:25:39 UTC | #1

    When I query the analytics 'user detail' endpoint for routing status changes, I can see instances of 'OFF_QUEUE' along with 'INTERACTING', 'IDLE'.

    When I used the user status aggregate endpoint of the analytics API for the same time period, I only see stats for the 'INTERACTING' and 'IDLE' status, not for 'OFF_QUEUE'.

    Is this by design? Is there a way to include the off_queue total in the aggregates?

        {
     "interval": "2019-12-03T00:00:00.000Z/2019-12-04T00:00:00.000Z",
     "groupBy": [
      "userId"
     ],
     "filter": {
      "type": "or",
      "predicates": [
       {
    "type": "dimension",
    "dimension": "userId",
    "operator": "matches",
    "value": "5a37956d-1fbc-4cb7-839f-0cc7afca3c6f"
       }
      ]
     },
     "metrics": [
      "tAgentRoutingStatus"
     ]
    }
        {
      "results": [
        {
          "group": {
            "userId": "5a37956d-1fbc-4cb7-839f-0cc7afca3c6f"
          },
          "data": [
            {
              "interval": "2019-12-03T00:00:00.000Z/2019-12-04T00:00:00.000Z",
              "metrics": [
                {
                  "metric": "tAgentRoutingStatus",
                  "qualifier": "INTERACTING",
                  "stats": {
                    "sum": 16537049
                  }
                },
                {
                  "metric": "tAgentRoutingStatus",
                  "qualifier": "IDLE",
                  "stats": {
                    "sum": 6390935
                  }
                }
              ]
            }
          ]
        }
      ]
    }

    tim.smith | 2019-12-05 20:54:42 UTC | #2

    To me, this sounds like a bug because tSystemPresence includes an aggregate stat for OFFLINE. It would make sense that tAgentRoutingStatus should follow the same design pattern and track OFF_QUEUE as well. However, I haven't been able to track down a definitive answer. I'd suggest opening a case with PureCloud Care so they can prioritize an inquiry and determine if this is a bug or if there's a reason for not tracking it.

    system | 2020-01-05 20:54:44 UTC | #3

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 6645



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