Hello,
we want assistance from Genesys regarding queue metrics Intradiem gets from Genesys Cloud ACD. There are two types of metrics Intradiem gets: Real-time and Historical. Real-time statistics are received from WebSocket, and Historical statistics from API.
However, our mutual customer reported a problem with some of the metrics returned by Genesys, which have a 0 value not even returned in the events.
Real-Time
- oWaiting
- oInteracting
This data is read from the websocket data by the Intradiem. For the 4 queues we investigated, the values returned by the API are all showing a 0 value.
We use the following data sources v2.analytics.queues.{id}.observations and v2.outbound.campaigns.{id}.stats topics for the queue.
Is that a correct assumption to make by Intradiem: if we don't receive the metric then it have value = '0' in Genesys Cloud?
Historical metrics
We use POST /api/v2/analytics/conversations/aggregates/query to request data for the following metrics:
- tABANDON
- tANSWERED
- tHANDLE
- tTALK
- tWAIT
- oSERVICELEVEL
Usually we use 15 minutes interval to query the data (every 15 minutes for the last 15 minutes).
However, we reviewed the data we have for the last few months, and it appears that for the actively working queues, we didn't get any events with the metrics:
- tAbandon
- tAnswered
- oServiceLevel
Does it mean that those metrics have 0 value?
We also tested a bigger interval - from October 2023, and see that even for this interval there are no events for the above metrics. What are the conditions in Genesys Cloud when the metric value is NOT returned or has value '0'?
Thanks,
Evgenia