'oOnQueueUsers' metric including Off Queue users?

[Jeff]

Hi Team,

Just wanted to check if this was a bug or I've done something wrong.

I'm using a custom Data Action to call the Analytics API (api/v2/analytics/queues/observations/query) to get the current 'oOnQueueUsers' metric for a specific queueId.

E.g.

{
"filter": {
"type": "or",
"clauses": [
{
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "queueid",
"value": "a729e768-####-####-####-bb5e88b30aa3"
}
]
}
]
},
"metrics":["oActiveUsers", "oOnQueueUsers"]
}

I've been sucessfully using this in the past without any issue. However after just re-activating some old users and adding them to the queue, the API is now showing these 'Offline' and 'Off Queue' users as being OnQueue.

For example, the 8 staff members added are showing Offline, their Routing Status is Off Queue, and they all have 0 interactions. Yet the 'oOnQueueUSers' is still counting these 8 staff.

If I remove these 8 staff and put the existing members back in, the metric reports correctly (as expected).

Would this be a bug in the API bringing the wrong value?

Cheers,
Jeff.

[Jerome.Saint-Marc]

Hello,

That indeed doesn't look normal.
I would suggest to open a ticket with Genesys Cloud Customer Care so they can investigate.
We don't have access and can't investigate customer data on the forum.

Regards,