I need to get a real-time metric for longest wait time from the API/Notifications, to display in an agent-facing custom app.
I've looked through some of the topics on the forum, and it seems the only way to do it is to use the following together:
- An API call to get the initial values: /api/v2/analytics/queues/observations/query, called with detailMetrics, for a particular queue
- Notifications from v2.analytics.queues..observations.details to get the same information in real-time.
(That notification endpoint is not documented, but it returns far less data than getting notifications for all the waiting conversations directly.)
This solution seems very inefficient, however, since you're actually getting back data for each and every waiting call (could be lots of data over the wire and in memory), and it's compounded by the real-time, frequent nature of the notifications.
Is there no other way to get this metric? We're evaluating the platform and this seems like a significant deficiency in the available metrics.
Thanks for any insight you might be able to give!