Get the average call waiting and the longest call waiting in queue

Genesys Cloud Integrations
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I am looking for a method to get the average length of time that are calls currently waiting in queue have been there, and what the longest call currently waiting in queue.

This is for inbound voice calls.

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Hi Raymond,

I suggest taking a look at our Analytics page. We have a large number of APIs that allow you to slice and dice conversation data both at an aggregate and detail layer. Probably one of the best pages to start with is our metrics page. This describes all of the metrics by API and also how some of our metrics are calculated.

Hope that helps.

Thanks,
John Carnell
Manager, Developer Engagement

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