Documentation for agent performance view

[kayb]

Hello,

I am pulling conversation data from : api.mypurecloud.com/api/v2/analytics/conversations/details/query

I am doing a data validation test to check if data from purecloud API and purecloud UI does match or not ? for this, I am checking numbers in "agent performance view" (no of calls answer and no of calls handle) from purecloud UI vs data from conversation detail API(I will write SQL query against conversation data).

Agents Performance views overview - Genesys Cloud Resource Center

I wanted to understand how Purecloud UI is generating the numbers,

• how exactly it counts the no of calls answered for the agent
• how exactly it counts the no of calls handle
  there is not enough documentation available on 'https://help.mypurecloud.com/articles/new-agents-performance-summary-view/' , Can someone please help me to find technical documentation, Thank you.

[anon28066628]

Hi kayb,

These resources are a good place to start:

Metric definitions - Genesys Cloud Resource Center

https://developer.mypurecloud.com/api/rest/v2/analytics/ (Also see the summary and syntax articles linked from the left nav menu on this page.)

[Angalfaria]

I think the Pure cloud must help you to documentation for agent performance view. Thanks for your great article link.