Obtaining real-time user status

Analytics and Reporting
1

Hello Team,

I would like to obtain relative real-time (hourly) data on the amount of time spent on different user status by each agent on Purecloud. Eg. Available, On Queue, Busy etc

Is this the correct API to use?
POST/api/v2/analytics/users/aggregates/query

Thanks in advance!

2

Yes.

tSystemPresence is the high level category of the time.
tOrganizationalPresence is any custom defined sub-breakdown of that time.
tAgentRoutingStatus is the highest level routeability of them during a period.

Just remember they're three different perspectives and don't try to add them all together or mix and match them and you should be fine.

3

Hello Rios,

Thanks for the response! Appreciate the help(:

6

Hello Rios, got a follow-up question on this

If we would like to obtain hourly data
Eg. 9-10am data and attempt to pull the data at 10am

Can the API support such real-timeness or should we be expecting some delays? This will help us set the time for the hourly pull.

Thanks!

7

Hello @Eos_Rios quick check on the above question. Thanks!

8

Sorry, somehow completely missed that one. General rule is any API endpoint that doesn't have "Job" in the name is real time.

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9

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