Max concurrent calls

[Tom_Van_Lemmens]

Hi everyone.

Is there a standard way to retrieve the maximum number of simultaneous calls any queue has received in a historical way (so not a real-time dashboard, but a number that can be retrieved in a report)?

If not standard, what would be the recommended way of retrieving/calculating this in a custom way.

Kind regards
Tom

[tim.smith]

You can use the Analytics APIs and look at the count for something like nOffered on an aggregate query. That will be the count of conversations offered to a queue during the interval you specify where the conversations match the filters you provide.

I'm not very familiar with the OOTB reports; you can review their documentation or post on the PureCloud Community Forum.

[Tom_Van_Lemmens]

Hi Tim. I am indeed aware of that metric, however it's not what I'm after.

I should be more specific: I'm looking for the number of simultaneous calls in a queue at a given time, not the total amount of an interval. E.g. a queue with 8 people could have 15 calls assigned to it at a certain moment: total of agents on call plus a number of calls waiting in queue.

Hope this clarifies and you can help with this.

[tim.smith]

I don't believe there's a way to get that value directly. The main challenge is that all historical analytics results are based on looking for events during an interval; only live statistics (observations) can be requested for a point in time, but that point in time is only always "now" and cannot be retrieved historically. You'll need to retrieve detail records for an interval and then inspect the start/end time of the segments to determine which conversations meet your criteria and then count them.