Aggregated On-queue hours

[Torben_Hedemann_B_Er]

Hi,

Does anyone know, using API request, how to create a aggregated statistic showing a group of agents total numbers of hours on a queue?

Just like the screenshot.

If I look at the browsers developer tool - I can see that the routing is route="/analytics/agents/group/status?end=2023-05-31T22%3A00%3A00.000Z&start=2023-04-30T22%3A00%3A00.000Z&tabId=10bae835-22e9-4757-84fe-c9853d9651c6&user=54984611xxxxxx......XXXXXX2ccce8fd"

Unfortunately I cant find any equivalent API request.

Regards,
Torben

[Eos_Rios]

The screen you're lookng at is using User Aggregates

[Torben_Hedemann_B_Er]

Yes, that is also what I have guess but when I run this

/api/v2/analytics/users/aggregates/query

with these settings

{
"granularity": "P1D",
"groupBy":
[
"userId"
],
"metrics":
[
"tAgentRoutingStatus"
],
"filter":
{
"type": "or",
"predicates":
[
{
"type": "dimension",
"dimension": "userId",
"value": "5a3ef7d0-XX-f34c2ccce8fd",
"operator": "matches"
},
{
"type": "dimension",
"dimension": "userId",
"value": "d681bc76-XX-e481236a5308",
"operator": "matches"
}
]
},
"timeZone": "Europe/Copenhagen",
"interval": " 2023-05-01T00:00:00+02:00/2023-06-01T00:00:00+02:00"
}

I got milliseconds for these metrics NOT_RESPONDING, IDLE, INTERACTING, COMMUNICATING not the rest.

The figures in the show report (screen dump) and the result from the API is not the same. The only numbers that's matching is NOT_RESONDING and no matter how I add the other metrics I can't get it to add up.

I can't figure that out

[Eos_Rios]

Routing status is just the highest level status metric, it will not reasonably relate directly to the categories.
System Presence is how you get to the category break out there.
Organizational Presence breaks it out into any subcategory specific types your organization has derived from the archeypes.

[Torben_Hedemann_B_Er]

Okay, I will try and look at that as well.

I will be OOO until Monday so it will first be in next week.

Thanks.