Can I get the time an agent spent in queue through any API?

Hello,
Is it possible to get through any endpoint(s) the amount of time an agent spent in a queue?

Thanks for your attention.

You can use the user status detail query and add together segments where the user's routing status was one of the ACD ones.

Thanks for the quick response.

Is it also possible to identify in which queue he spent that time on, in the case the agent is assigned to different queues?

The status of a user has no direct correlation to the queue or queues the user is also in.

A user can be in 0 or more queues simultaneously.
The queue is just a channel for them to receive work and their status an independent variable determining if they're open to receive more work from any of those potential queues.

Or put another way; You can't be available in one queue and unavailable in another so there are no endpoints that track status by queue because that status would apply to all queues. Even if you only keep an agent in one queue at a time the system was implemented to support multiple so can't provide that viewpoint.

You can determine a limit subset of metrics that make up an agent's day by queue from Conversation data because those metrics actually attribute to the queue, so talk, hold, acw for example, but time an agent is idle and waiting has no queue associated with it anywhere because those metrics attribute to the User.

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