Intraday monitoring for all planning groups

[wongkunheng]

Hi, I got trouble to get data of Intraday Monitoring in API explorer.

Below is the image of showing data of intraday monitoring in Genesys Cloud Platform. It shows forecast, actual and difference.

Here is my question, I want to get actual value of data like above image shows. While I get only a few data in the API explorer as refer to below image. Anyone can suggest any API to generate result like Genesys Cloud user platform do? Thankyou

[Eos_Rios]

There is no single API for it, that page runs multiple APIs and stitches all the data together.

You have the correct WFM API, but it's really just the start, or more accurately the end.
That page;

1. Calls GET /api/v2/workforcemanagement/businessunits/{businessUnitId}/intraday/planninggroups to get the definition of the group

2. Calls POST /api/v2/analytics/conversations/aggregates/query for the queues and skills in the planning group for nOfferred, tHandle, tAbandon and tAnswered in 30 minute intervals grouped by ["queueId","requestedRoutingSkillId","requestedLanguageId","direction"],"

3. Calls POST /api/v2/analytics/users/aggregates/query at the 30 minute interval for every user in scope for the planning group for the metric tAgentRoutingStatus

4. Calls POST /api/v2/workforcemanagement/businessunits/{businessUnitId}/intraday

5. sorts, orders, arranges, shifts and combines all that into the report.

[wongkunheng]

Hi, Eos_Rios. I'm glad to have your help into this matter. hmmm. I doubt this might have collision of generating the intraday monitoring. In the Intraday monitoring pureCloud platform, In default, I'm is using a 15 minutes interval and the suggestion have a 30 minutes in this case. If I'm not wrong, the conversation aggregate query interval must have a minimum 30 minutes interval. Do I have to forcing intraday monitoring set to 30 minutes interval ?

[Eos_Rios]

30 was more an example there. it's user input, so you control what that variable is.
The point was you use the aggregate API and tell it what size to chunk the data into.

[wongkunheng]

Why does it have the result abandon at 12.00 a.m

{
"results": [
{
"group": {
"mediaType": "chat",
"queueId": "5027ca39-d128-4c9a-b5ce-8c8522c2b7a9"
},
"data": [
{
"interval": "2022-06-20T00:00:00.000+08:00/2022-06-20T00:15:00.000+08:00",
"metrics": [
{
"metric": "tAbandon",
"stats": {
"max": 3564424,
"min": 3564424,
"count": 1,
"sum": 3564424
}
}
]
}
]
},
{
"group": {
"mediaType": "chat",
"queueId": "66f68bf8-283f-435f-b11c-2bf3f24e84f5"
},
"data": [
{
"interval": "2022-06-20T00:00:00.000+08:00/2022-06-20T00:15:00.000+08:00",
"metrics": [
{
"metric": "tAbandon",
"stats": {
"max": 32447670,
"min": 32411950,
"count": 3,
"sum": 97272157
}
}
]
},
{
"interval": "2022-06-20T00:15:00.000+08:00/2022-06-20T00:30:00.000+08:00",
"metrics": [
{
"metric": "tAbandon",
"stats": {
"max": 32458703,
"min": 32434015,
"count": 3,
"sum": 97338186
}
}
]
},
{
"interval": "2022-06-20T00:30:00.000+08:00/2022-06-20T00:45:00.000+08:00",
"metrics": [
{
"metric": "tAbandon",
"stats": {
"max": 32455973,
"min": 32418948,
"count": 6,
"sum": 194611425
}
}
]
}
]
},
{
"group": {
"mediaType": "chat",
"queueId": "df687101-ad8c-4d32-a003-c743764e5e6e"
},
"data": [
{
"interval": "2022-06-20T00:00:00.000+08:00/2022-06-20T00:15:00.000+08:00",
"metrics": [
{
"metric": "tAbandon",
"stats": {
"max": 32459259,
"min": 32409595,
"count": 3,
"sum": 97316918
}
}
]
},
{
"interval": "2022-06-20T00:15:00.000+08:00/2022-06-20T00:30:00.000+08:00",
"metrics": [
{
"metric": "tAbandon",
"stats": {
"max": 32411995,
"min": 32408849,
"count": 2,
"sum": 64820844
}
}
]
},
{
"interval": "2022-06-20T00:30:00.000+08:00/2022-06-20T00:45:00.000+08:00",
"metrics": [
{
"metric": "tAbandon",
"stats": {
"max": 32456980,
"min": 32434929,
"count": 5,
"sum": 162228881
}
}
]
}
]
},
{
"group": {
"mediaType": "chat",
"queueId": "c3acf412-0757-4e1e-a0be-b05137caa623"
},
"data": [
{
"interval": "2022-06-20T00:15:00.000+08:00/2022-06-20T00:30:00.000+08:00",
"metrics": [
{
"metric": "tAbandon",
"stats": {
"max": 32434461,
"min": 32431970,
"count": 2,
"sum": 64866431
}
}
]
}
]
}
]
}

As the image below is stated with highlight 20/6/2022 0:00 has no abandon count at all.

This is request body :-
{
"interval": "2022-06-19T16:00:00/2022-06-19T16:15:00",
"granularity": "PT15M",
"timeZone": "Asia/Kuala_Lumpur",
"groupBy": ["queueId"],
"filter":{
"type":"and",
"predicates":[
{
"type": "dimension",
"dimension":"mediaType",
"operator": "matches",
"value": "chat"
}]

},

"metrics": ["tAbandon"]
}

Can you explain this?