Hi Team,
How is calculated concurrent usage report ?
For example i found some users in user details report (OnQueue & Duration > 30 minutes) but they are not added on concurrent usage report.
Can you explain why ?
Regards,
Benjamin
I'm not sure which report you're referring to exactly, but reports and views are documented here: https://help.mypurecloud.com/articles/about-reports-views-and-dashboards/.
I m talking about below report
I do not understand why some agents are not reported while they were in onqueue status more than 30 minutes in User Status Aggregate
Is there a way to find out the exact formula used to track concurrent user reports based on user presence? I assume that presence need to be equal to "OnQueue" (or may be different from NotAvailable) and sum(presence duration) needs to be greater than 30min a day, may be some other condition? This still doesn't explain why a user that is reported with 2 hours OnQueue presence using Genesys API is not showing in the concurrent usage report for a given day.
Hi Hichem,
Could you please post the specific endpoint you were calling? There are multiple analytics APIs with different levels of data and view granularity. That would help me frame up your answer.
You're right John, the API used is /api/v2/analytics/users/details/query. If you run the test on a couple of organizations for some days you will quickly spot differences if you try counting concurrent users with OnQueue presence and exclude less than 30min presence durations. It was surprising to see users returned by this API showing over 2 hours on Queue whilst not shown in the concurrent usage report. Surely no customer would complain to see less agents reported as concurrent but we're trying to figure out the formula used by Genesys billing engine here as something doesn't seem to add up.
Hi John, Tim, any luck in your testing to confirm this described issue or observation? Is it a bug in the billing engine or what is the exact formula that we can use if the /api/v2/analytics/users/details/query cannot be used to returns the concurrent number of users minus 30min login sessions? Thanks.
If your results from the API don't match the data as documented for the report, please open a case with Genesys Cloud Care to investigate as customer-specific data cannot be investigated via the forum.
Thanks Tim, I was originally looking for a confirmation of the formula to use for billing purposes based on Genesys API /api/v2/analytics/users/details/query and discarding users logging in for less than 30min a day.
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.