API - Number of waiting calls in a queue is not always fair

[Malick]

Hello,

I have developed a wallboard reflecting queue's metrics in near realtime. Every minute, the program request metrics from PureCloud via /api/v2/analytics/conversations/aggregates/query. The problem is metrics are not always fair and especially the oWaiting which is no longuer supported since mid october. The workaround to have waiting calls in the queue is:

nWaiting = nOffred - nAnswered - nAbandonned.

But with this also, sometimes I have wrong data.

I have asked "Genesys Customer Care" why these metrics are unstable and why oWaiting is no longuer supported in the query and how we can get the right metrics in a stable way. They recommand me to post my question here.

Thank you for your help.

Here's the piece of code showing the request body.
var query = {
"interval": $.getDailyInterval(),
"groupBy": [
"queueId"
],
"filter": {
"type": "and",
"clauses": [
{
"type": "and",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": queueId
},
{
"type": "dimension",
"dimension": "mediaType",
"operator": "matches",
"value": "voice"
},
{
"type": "dimension",
"dimension": "direction",
"operator": "matches",
"value": "inbound"
}
]
}
]
},
"metrics": [
"tAnswered",
"tAbandon",
// "oWaiting", No longer working since 10/2018
"tWait",
// "oInteracting", No longer working since 10/2018
"oServiceLevel",
"nOffered",
"nOverSla"
]
};
var conversationApi = new _.platformClient.ConversationsApi();
conversationApi.postAnalyticsConversationsAggregatesQuery(query)
.then(data => { ....})

Regrads,

[tim.smith]

Sorry for the misdirection to the forum. The Care team should investigate and explain why metrics are inaccurate, and should also investigate why those metrics aren't working any more. Let me know the case number and I'll get the case escalated.

[Malick]

Here's the case number: 0002399723.

Thank you.