User Status Observations

User status observation queries show high-level summary of a user's activity. The query data reflects the user's Genesys Cloud presence as well as their queue routing status.

The user status observation query displays a user's current activity pertaining to ACD queue membership.

The user status observation query displays multiple status metrics, including:

• a user's current queue membership (oMemberQueues) - a count of how many queues this user is a member of at this instant.
• the queues to which a user is actively joined (oActiveQueues) - a count of how many queues this user is both a member of AND actively joined to at this instant.

Note: Queue membership and activation are a few elements that contribute to whether or not an agent is eligible to receive an ACD-routed interaction. Agents must also be in an "on queue" presence and not be over-utilized with other concurrent interactions.

Valid filter dimensions are limited to userId and, in addition, an optional mediaType.

{
  "filter": {
    "type": "or",
    "predicates": [
      {
        "dimension": "userId",
        "value": "f6a49350-bfd4-4d85-af3b-f5ba86398759"
      }
    ]
  }
}

For the user queried for above, we see a count of how many queues that user is a member of and active on.

{
  "results": [
    {
      "group": {
        "userId": "f6a49350-bfd4-4d85-af3b-f5ba86398759"
      },
      "data": [
        {
          "metric": "oActiveQueues",
          "stats": {
            "count": 1
          }
        },
        {
          "metric": "oMemberQueues",
          "stats": {
            "count": 1
          }
        }
      ]
    }
  ]
}