Finding skills for a queue in COnversation aggregate

[Sindhuja_Dhamodaran]

Attached a screenshot which I generated from the app. Queue name is Student support services and skill is SSS_Stu_Serv_Records.

When I try to read the metrics for the queue from the conversation aggregate api, I am unable to get the skill. Can you help me to find the same.

[Jerome.Saint-Marc]

Hello,

In the Conversation Aggregate API, the skill is something that you can use and set in the request as a predicate (filter) and/or within the groupBy clause.
The name of the dimension is: requestedRoutingSkillId

Regards,

[Sindhuja_Dhamodaran]

Hi Jerome,

I used requestedRoutingSkillId in the group by

Below is the request I am sending. But I am not getting the skills and its corresponding metrics in the output. Instead I get the metrics for the whole queue instead of giving it by skill. Please can you check whether my input is correct

{
"interval": "2020-06-24T00:00:00.000Z/2020-06-25T00:00:00.000Z",

"groupBy": ["requestedRoutingSkillId"],
"filter": {
"type": "and",
"predicates": [
{
"dimension": "queueId",
"operator": "matches",
"value": <queue_Name>

        }
    ]
}

}

I get the output as

{
"results": [
{
"group": {
"mediaType": "voice"
},
"data": [
{
"interval": "2020-06-24T00:00:00.000Z/2020-06-25T00:00:00.000Z",
"metrics": [
{
"metric": "nBlindTransferred",
"stats": {
"count": 185
}
},
........
}

[Jerome.Saint-Marc]

It works for me.

I have a first result without requestedRoutingSkillId (in the results array) which corresponds to the conversations that went through the requested queue, and did not use skills in the Transfer to ACD block (in the Architect flow).
My Architect flow has a branch which does not leverage skills - only the queue.

And then a second result with the requestedRoutingSkillId for the conversations that went through the queue leveraging a skill.
Another branch in my Architect flow which leverages a skill with the Queue.

If you are sure that your Transfer to ACD actions (in the Architect Flow) specify an ACD Skill, then you should open a ticket with Genesys Care (Support) as we cannot investigate customer data via this fourm.

As a note, the value for the queueId predicate is the id of the queue (not its name).

Regards,

[Sindhuja_Dhamodaran]

Thank you Jerome. I found out the queue which has the skill based routing. Now I see the requestedRoutingSkillId in teh response for the aggregate.

Can you let me know how to find the skill name for the requestedRoutingSkillId we get in the response.

Thank you again for you help.

[Jerome.Saint-Marc]

You can retrieve the skill name with a GET /api/v2/routing/skills/{skillId}

If you want to get all skillIds/skillnames at once, you can also use a GET /api/v2/routing/skills