Find if user was active on a queue during specified interval

Platform API
1

Hi,

Trying to see if there is a way to find if a user has been active on a queue during a specific historic time range.
I've tried both the /api/v2/analytics/users/details/query and /api/v2/analytics/queues/observations/query but cant seem to find what I'm looking for. Anyone done this before and can give me a hand?

Br Oscar

2

There is no queue (or skill) assignment history. It's "now" only.
The only way to know if someone was on a queue was for them to have recorded some activity on that queue during the period, which isn't ideal for many reasons you'd be asking the question.

3

Hmm okey seems weird we cant see that type of historical data but thank you

4

You could use the audit API to find out when a user was added and/or removed from a particular queue.

/api/v2/audits/query/realtime - if you're looking in the last 14 days.

/api/v2/audits/query - for a period farther back.

Sample payload for the first:

{
  "filters": [
    {
      "property": "UserId",
      "value": "<userId>"
    },
    {
      "property": "EntityType",
      "value": "Queue"
    },
    {
      "property": "Action",
      "value": "MemberAdd"
    }
  ],
  "interval": "2024-04-25T08:00:00Z/2024-04-26T00:00:00Z",
  "serviceName": "ContactCenter"
}
5

As far as I know that does not represent being active on a queue just if you are a member of it.

6

If you're talking about activated/deactivated on a queue as opposed to just being a member of a queue then yes - the Audit API can likely give you what you're after.

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The above was when I went in an deactivated myself on the NTTDemo queue (I'm still a member of the queue - just deactivated).

7

Cool thank you guys