Hi,
How do I get the conversation with the longest wait time per Queue using conversation details data (call segments)?
I am only interested on "waiting" conversations.
I would like to calculate the value similar to what Genesys get in Performance->Workspace->Queue Activity->Activity
My way is to get all conversations in the queue with the following filters:
a. ConversationEnd does not exist
b. Purpose = ACD
c. Segment Type = interact
d. SegmentEnd does not exist
I only choose the latest ACD participant per conversation as conversations can have more than one ACD participants.
The oldest segment among the result will determine the longest wait time.
My way seems to be incorrect as it didn't match with the values in Genesys app.
Could you please help? Thanks!
Hi @Rajeem_Cariazo
Your approach is correct, though I was expecting to see that you had a segment filter for the queueId in question since you mentioned "per queue".
You could also look into queue conversation notifications, which will give you real time conversation updates per queue, which might be a better approach for tracking queue state separately
Hi Jacob,
Thanks for your prompt response. I am glad that you mentioned that my approach is correct. But I still wonder why I don't get the correct values. For example, I was able to pick the conversation with the longest wait time in a queue. When I go to the report (Performance->Workspace->Queue Activity->Activity), I don't see that conversation in the list even when the conversation fits the criteria above (plus the queueId you mentioned). I usually get an older conversation that is still waiting in queue that's why my longest wait time duration is usually higher than what is in the Genesys app report.
What am I missing here?
Below is a sample conversation that was not picked up by the Genesys app report but seems to fit the criteria as a waiting conversation.