Agent metrics API

Platform API Java SDK
1

Hi,

Through API I need to extract the following information about each agent in Genesys:

  • Calls coming in to the agent
  • Attended by the agent in the queue
  • Abandoned by agent in queue

How could I do it or what metric or combination of metrics would I have to use?

Thank you very much.

Regards,

David

2

You could use an analytics conversation detail query and filter by agent. Then you can refine the results to check for whatever conditions you're looking for for "attended by agent" and "abandoned by agent".

3

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