Getting incorrect User Queue Status durations from analytics api

[skothamachu]

Below is the query i am using to get the user details query.

query = PureCloudPlatformClientV2.UserDetailsQuery()
query.paging = PureCloudPlatformClientV2.PagingSpec()
query.paging.page_size = 100
query.paging.page_number = 1
query.interval ='2023-12-01T00:00:00Z/2023-12-05T00:00:00Z'

#user_filters

query.user_filters = []
user_filters = PureCloudPlatformClientV2.UserDetailQueryFilter()
user_filters.type ='and'

user_filters.predicates = []
user_predicates = PureCloudPlatformClientV2.UserDetailQueryPredicate()

user_predicates.type ='dimension'
user_predicates.dimension ='userId'
user_predicates.operator ='matches'
user_predicates.value ='*******'

user_filters.predicates.append(user_predicates)
query.user_filters.append(user_filters)
#presence_filters
query.presence_filters =[]
presence_filters = PureCloudPlatformClientV2.PresenceDetailQueryFilter()
presence_filters.type = 'or'

presence_filters.predicates = []
pf_predicates = PureCloudPlatformClientV2.PresenceDetailQueryPredicate()

pf_predicates.type= 'dimension'
pf_predicates.dimension = 'systemPresence'
pf_predicates.operator = 'exists'
pf_predicates.value = None

presence_filters.predicates.append(pf_predicates)
query.presence_filters.append(presence_filters)

api_instance = PureCloudPlatformClientV2.AnalyticsApi(apiclient);

try:

        user_details = True
        while(user_details):
            api_response = api_instance.post_analytics_users_details_query(query)
            json_response = json.loads((api_response.to_json()))
            print(json_response)

            if (json_response['user_details'] != None):
                 query.paging.page_number = query.paging.page_number + 1
            else:
                 user_details = False

except ApiException as e:
    print("Exception when calling RoutingApi->get_routing_queues: %s\n" % e)

Below is the response I am receiving . However, the Sum of Idle time coming from the response is 1hr 34 mins. where as the Genesys Reports UI shows the Idle time for December 1st is 1hr 52 mins. Can you tell the query adjustments that need to be done to get the exact value ?

'primary_presence': [{
                    'start_time': '2023-11-30T23:16:44.720000+00:00',
                    'end_time': '2023-12-01T00:14:47.226000+00:00',
                    'system_presence': 'ON_QUEUE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T00:14:47.226000+00:00',
                    'end_time': '2023-12-01T00:44:21.144000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T00:44:21.144000+00:00',
                    'end_time': '2023-12-01T02:33:51.250000+00:00',
                    'system_presence': 'IDLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T02:33:51.250000+00:00',
                    'end_time': '2023-12-01T13:58:48.614000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T13:58:48.614000+00:00',
                    'end_time': '2023-12-01T14:13:51.351000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T14:13:51.351000+00:00',
                    'end_time': '2023-12-01T14:33:15.311000+00:00',
                    'system_presence': 'IDLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T14:33:15.311000+00:00',
                    'end_time': '2023-12-01T14:33:22.099000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T14:33:22.099000+00:00',
                    'end_time': '2023-12-01T16:56:56.085000+00:00',
                    'system_presence': 'ON_QUEUE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T16:56:56.085000+00:00',
                    'end_time': '2023-12-01T17:02:23.804000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T17:02:23.804000+00:00',
                    'end_time': '2023-12-01T17:07:58.370000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T17:07:58.370000+00:00',
                    'end_time': '2023-12-01T17:56:41.416000+00:00',
                    'system_presence': 'ON_QUEUE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T17:56:41.416000+00:00',
                    'end_time': '2023-12-01T18:01:44.274000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T18:01:44.274000+00:00',
                    'end_time': '2023-12-01T18:30:12.930000+00:00',
                    'system_presence': 'ON_QUEUE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T18:30:12.930000+00:00',
                    'end_time': '2023-12-01T18:31:19.833000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T18:31:19.833000+00:00',
                    'end_time': '2023-12-01T19:09:54.526000+00:00',
                    'system_presence': 'ON_QUEUE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T19:09:54.526000+00:00',
                    'end_time': '2023-12-01T19:47:32.135000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T19:47:32.135000+00:00',
                    'end_time': '2023-12-01T20:02:49.498000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T20:02:49.498000+00:00',
                    'end_time': '2023-12-01T20:03:36.974000+00:00',
                    'system_presence': 'IDLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T20:03:36.974000+00:00',
                    'end_time': '2023-12-01T20:04:46.305000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T20:04:46.305000+00:00',
                    'end_time': '2023-12-01T20:05:19.894000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-01T20:05:19.894000+00:00',
                    'end_time': '2023-12-02T00:34:11.120000+00:00',
                    'system_presence': 'ON_QUEUE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-02T00:34:11.120000+00:00',
                    'end_time': '2023-12-02T00:49:13.620000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-02T00:49:13.620000+00:00',
                    'end_time': '2023-12-02T02:03:12.554000+00:00',
                    'system_presence': 'IDLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-02T02:03:12.554000+00:00',
                    'end_time': '2023-12-02T02:21:59.291000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-02T02:21:59.291000+00:00',
                    'end_time': '2023-12-02T04:57:35.572000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-02T04:57:35.572000+00:00',
                    'end_time': '2023-12-03T12:57:13.576000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-03T12:57:13.576000+00:00',
                    'end_time': '2023-12-03T14:19:11.489000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-03T14:19:11.489000+00:00',
                    'end_time': '2023-12-03T19:43:03.680000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-03T19:43:03.680000+00:00',
                    'end_time': '2023-12-03T21:32:26.784000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-03T21:32:26.784000+00:00',
                    'end_time': '2023-12-03T22:00:36.716000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-03T22:00:36.716000+00:00',
                    'end_time': '2023-12-03T22:04:40.609000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-03T22:04:40.609000+00:00',
                    'end_time': '2023-12-04T06:13:18.086000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-04T06:13:18.086000+00:00',
                    'end_time': '2023-12-04T08:01:46.185000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-04T08:01:46.185000+00:00',
                    'end_time': '2023-12-04T10:54:49.190000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-04T10:54:49.190000+00:00',
                    'end_time': '2023-12-04T14:43:04.829000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-04T14:43:04.829000+00:00',
                    'end_time': '2023-12-04T20:42:22.552000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-04T20:42:22.552000+00:00',
                    'end_time': '2023-12-04T21:56:51.120000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-04T21:56:51.120000+00:00',
                    'end_time': '2023-12-04T22:22:36.484000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-04T22:22:36.484000+00:00',
                    'end_time': '2023-12-04T22:26:47.047000+00:00',
                    'system_presence': 'AVAILABLE',
                    'organization_presence_id': '***'
                }, {
                    'start_time': '2023-12-04T22:26:47.047000+00:00',
                    'end_time': '2023-12-05T14:31:01.451000+00:00',
                    'system_presence': 'OFFLINE',
                    'organization_presence_id': '***'
                }
            ]```

[ralegner]

Open the network console log on your browser with that UI open. Then hit the refresh icon in the upper right of your screenshot. This will make the UI view re-query the APIs to pull the data. You should then be able to find the API endpoints its using and the exact body and response it uses to populate that data. Compare its methods with your own and you should be able to spot the differences.

[skothamachu]

Hi,
Below is the image from the UI and the response from the network console.

The sum of Idle time is not matching and also the timing for -"not available" is not present in the response. Can you tell mw how these things are calculated ?

{
    "userDetails": [
        {
            "userId": ------------------------------------------,
            "primaryPresence": [
                {
                    "startTime": "2023-12-01T02:33:51.250Z",
                    "endTime": "2023-12-01T13:58:48.614Z",
                    "systemPresence": "OFFLINE",
                    "organizationPresenceId": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5"
                },
                {
                    "startTime": "2023-12-01T13:58:48.614Z",
                    "endTime": "2023-12-01T14:13:51.351Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-01T14:13:51.351Z",
                    "endTime": "2023-12-01T14:33:15.311Z",
                    "systemPresence": "IDLE",
                    "organizationPresenceId": "7ffa01cd-7866-4ad7-8faa-31e11b42f51f"
                },
                {
                    "startTime": "2023-12-01T14:33:15.311Z",
                    "endTime": "2023-12-01T14:33:22.099Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-01T14:33:22.099Z",
                    "endTime": "2023-12-01T16:56:56.085Z",
                    "systemPresence": "ON_QUEUE",
                    "organizationPresenceId": "e08eaf1b-ee47-4fa9-a231-1200e284798f"
                },
                {
                    "startTime": "2023-12-01T16:56:56.085Z",
                    "endTime": "2023-12-01T17:02:23.804Z",
                    "systemPresence": "OFFLINE",
                    "organizationPresenceId": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5"
                },
                {
                    "startTime": "2023-12-01T17:02:23.804Z",
                    "endTime": "2023-12-01T17:07:58.370Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-01T17:07:58.370Z",
                    "endTime": "2023-12-01T17:56:41.416Z",
                    "systemPresence": "ON_QUEUE",
                    "organizationPresenceId": "e08eaf1b-ee47-4fa9-a231-1200e284798f"
                },
                {
                    "startTime": "2023-12-01T17:56:41.416Z",
                    "endTime": "2023-12-01T18:01:44.274Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-01T18:01:44.274Z",
                    "endTime": "2023-12-01T18:30:12.930Z",
                    "systemPresence": "ON_QUEUE",
                    "organizationPresenceId": "e08eaf1b-ee47-4fa9-a231-1200e284798f"
                },
                {
                    "startTime": "2023-12-01T18:30:12.930Z",
                    "endTime": "2023-12-01T18:31:19.833Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-01T18:31:19.833Z",
                    "endTime": "2023-12-01T19:09:54.526Z",
                    "systemPresence": "ON_QUEUE",
                    "organizationPresenceId": "e08eaf1b-ee47-4fa9-a231-1200e284798f"
                },
                {
                    "startTime": "2023-12-01T19:09:54.526Z",
                    "endTime": "2023-12-01T19:47:32.135Z",
                    "systemPresence": "OFFLINE",
                    "organizationPresenceId": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5"
                },
                {
                    "startTime": "2023-12-01T19:47:32.135Z",
                    "endTime": "2023-12-01T20:02:49.498Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-01T20:02:49.498Z",
                    "endTime": "2023-12-01T20:03:36.974Z",
                    "systemPresence": "IDLE",
                    "organizationPresenceId": "7ffa01cd-7866-4ad7-8faa-31e11b42f51f"
                },
                {
                    "startTime": "2023-12-01T20:03:36.974Z",
                    "endTime": "2023-12-01T20:04:46.305Z",
                    "systemPresence": "OFFLINE",
                    "organizationPresenceId": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5"
                },
                {
                    "startTime": "2023-12-01T20:04:46.305Z",
                    "endTime": "2023-12-01T20:05:19.894Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-01T20:05:19.894Z",
                    "endTime": "2023-12-02T00:34:11.120Z",
                    "systemPresence": "ON_QUEUE",
                    "organizationPresenceId": "e08eaf1b-ee47-4fa9-a231-1200e284798f"
                },
                {
                    "startTime": "2023-12-02T00:34:11.120Z",
                    "endTime": "2023-12-02T00:49:13.620Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-02T00:49:13.620Z",
                    "endTime": "2023-12-02T02:03:12.554Z",
                    "systemPresence": "IDLE",
                    "organizationPresenceId": "7ffa01cd-7866-4ad7-8faa-31e11b42f51f"
                },
                {
                    "startTime": "2023-12-02T02:03:12.554Z",
                    "endTime": "2023-12-02T02:21:59.291Z",
                    "systemPresence": "OFFLINE",
                    "organizationPresenceId": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5"
                },
                {
                    "startTime": "2023-12-02T02:21:59.291Z",
                    "endTime": "2023-12-02T04:57:35.572Z",
                    "systemPresence": "AVAILABLE",
                    "organizationPresenceId": "6a3af858-942f-489d-9700-5f9bcdcdae9b"
                },
                {
                    "startTime": "2023-12-02T04:57:35.572Z",
                    "systemPresence": "OFFLINE",
                    "organizationPresenceId": "ccf3c10a-aa2c-4845-8e8d-f59fa48c58e5"
                }
            ]
        }
    ],
    "totalHits": 24
}

[ralegner]

The total values aren't calculated in the UI based of the user detail time stamps, they come from/v2/analytics/users/aggregates/query that you'll see also runs in the network log of the console. The user detail records only show primary presence, user status metrics (from aggregates) are more detailed because the system design is structured in a way where the agent can have a presence and a routing status. Your numbers don't match from manually calculating because you aren't seeing the full picture from the user detail records alone.

Deeper explanation is documented here on the dev center's page for the user aggregate endpoint.

Genesys Cloud Developer Center