I am currently working on building some custom dashboards that show agent activity within the contact centre. The idea is that these boards will update and show for each queue what agents are currently doing. However I can't seem to display a count of agents in ACW.
Is there a way, for each queue, to display a count of the number of agents in ACW? I was hoping that I could use the activity status but haven't found it in any of the APIs
I did see that there is another post on the forum,
this talks about pulling the conversation details, however I have done this and whilst monitoring an active conversation have found no reference to ACW?
There isn't an explicit concept of ACW in PureCloud; it's not a specific presence, routing status, or attribute of a conversation. To aggregate the data to figure out the states for each conversation, you would employ logic to check the participants of each conversation for the conditions you're looking for. For example, you could look for conversations where the agent has a segment of type wrapup that has not yet ended to determine if the agent has disconnected the conversation but is still working on assigning the wrapup code.
If you're asking about ACW outside of wrapup, that's not a stand-alone concept in PureCloud. The agent would simply go off queue and into a particular presence, which you could look for.
Thanks for the response and I was looking for the segment type in the response but every API I have tried to leverage only seems to include the wrapup segment after it has been completed. What API call should I be using to get the real-time status of an agent and see that they have a wrapup segment and are therefore in the ACW period?
In-progress wrap up segments should be returned with the Analytics conversation detail query results. It can be identified by the segment without an end timestamp.