Category: API
Summary: There are changes to how the left hand side of the Queues Activity View is handled that should improve stability and user experience.
- Both the totals and conversation lists are now being delivered/refreshed at the same interval for consistency
- Durations are now based on time in queue and not entire time of conversation
- Calls can be sorted by duration (thus allowing for Longest Waiting and Longest Interacting data by media type)
- The API endpoint for queue observations will now optionally return detailed observations (when an ongoing observation started, the conversation and session IDs, and other useful dimensions such as ani an dnis). See https://developer.mypurecloud.com/api/rest/v2/analytics/queue.html.
Impact: Improved stability, detail output from queue observation endppoint
Date of Change: 02/13/2019
Impacted APIs: Analytics