anon96563002 | 2016-08-26 19:47:15 UTC | #1
Have a question from a partner about getting total calls in queue at a given moment and the current total abandons for a queue (for a recent interval or for the day).
I had some ideas but see they were wrong so I removed them from the post not to confuse people :confused:
Thanks in advance for your help.
KevinGlinski | 2016-08-26 19:53:40 UTC | #2
current calls in a queue can be retrieved from /api/v2/routing/queues/{queueId}/conversations abandons can be queried from /api/v2/analytics/conversations/aggregates/query
anon96563002 | 2016-08-26 20:48:50 UTC | #3
Thanks Kevin. I see now where the number of calls in queue can be requested but for the current number of abandons for the day (or interval), when I look at that path, the only abandon metrics I see are tAbandon and tOutboundAbandoned. It looks like tAbandon is defined as "The amount of time before an end user abandoned an interaction." Since this is an aggregate, would it be total time-in-queue before abandon for all abandoned calls on the queue?
KevinGlinski | 2016-08-29 13:15:41 UTC | #4
yes, and they will return a sum, count, and max property. So using count, tAbandon will also tell you how many calls were abandoned.
system | 2017-08-28 19:26:42 UTC | #5
This post was migrated from the old Developer Forum.
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