Is it possible to get these 3 columns' data via API directly? Or need to aggregated from other analytics data?
Could you please guide me on how to get these data??
Additionally, I am trying to retrieve the data of [Off Queue] from Agent Status report by using the following statement.
metric= 'tAgentRoutingStatus', qualifier= 'OFF_QUEUE'
I am trying to retrieve the [off queue] data by using the following clause, but just got none value.
metric= 'tAgentRoutingStatus', qualifier= 'OFF_QUEUE'
Any one can answer this question?
BTW, I can retrieve the right value with below clause. Get no idea what's the difference.
metric= 'tAgentRoutingStatus', qualifier= 'IDLE'
metric= 'tAgentRoutingStatus', qualifier= 'INTERACTING'
metric= 'tAgentRoutingStatus', qualifier= 'COMMUNICATING'
metric= 'tAgentRoutingStatus', qualifier= 'NOT_RESPONDING'
Additionally, I checked genesys source codes in git about this.
What's the meaning of [Indicates the Routing State of the agent. A value of OFF_QUEUE will be returned if the specified user does not exist.]
If only this users exists that we could get the status off_queue, how can we tell which user's status?
Or it means not agent, but users?
The OFF_QUEUE routing status corresponds to any tSystemPresence entry returned from the query that is not equal to ON_QUEUE. So any presence other than ON_QUEUE will mean that the user is Off Queue.
After consulting with another engineer, you should be getting back the OFF_QUEUE routing status if the user was in fact Off Queue. Make sure that the user your performing the query for was actually Off Queue in the time interval of your query, and if you're sure that the data is missing, please take this up with Care, since this involves customer-specific data which we cannot handle here.