I've observed that agents don't always log out of Genesys Cloud correctly and get stuck in after-call wrap. We would like to build some alarms around this behavior, but we are having trouble finding an API call that would provide this level of detail in bulk that includes agent ID's. I could use the Conversation Detail endpoint with a filter for where the conversation end doesn't exist, but to actually identify wrap means to look for a segment with purpose=agent where there is no tAcw metric. Seems a bit hacky to have to do it this way. I also noticed /api/v2/users/search but there is no documentation on valid search criteria. Any other thoughts on how to get to this data?
Went down this bunny trail too without a satisfactory answer.
The documentation on User Search is split between here and here and doesn’t help with this because it’s an interaction question, not a user one.
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