Hi Team,
I have a query related to agent count.Is there any endpoint which gives no of unique agents based on the interval specified Ex(1 month)
No.
You would have to determine more specifically what you were trying to get a count of within that month (unique agents who what? Took a call? Were available at some point? Were scheduled active? Occupied a license?) and likely process more complex results to get down to that unique number.
Our scenario is mentioned below
1)we are getting prepay quantity for january month from genesys for all client's who installed the integration
2)If we pick one client and get conversations data of January month and counting unique participants with purpose as agent.
3)when we validate prepay qty and agent count(#2) should match. But agent count is greater than 10x times
Are you trying to count distinct participantids?
That is a unique ID per interaction and would give you inflated values.
You would want to use the UserId from the participant section. It's nullable because it's only populated when a participant is/has one, and therefore are a user. Should be able to provide you a real answer and you can make the process much faster by simply using a conversation aggregate grouped by user id for a given period where purpose is agent or user, you're potentially missing volume if you're not counting user. It requires you to pick an arbitrary metric but something like tAlert would ensure anyone who was offered work of any kind counted showed up.
So this would give you a list of anyone in any media type who got at least one interaction alert during the month and you can add additional filters to refine it as necessary. You can't stop it from adding media type to the group by so you could see separate records for the same agent for each media type they're handling, but it's still faster/easier to distinctify the userids from this output than it would be to go through the raw conversations counting distinct users amidsts all the other data in there.
POST /api/v2/analytics/conversations/aggregates/query
{
"granularity": "P1M",
"timeZone": "America/Chicago",
"groupBy": [
"userId"
],
"metrics": [
"tAlert"
],
"interval": "2023-01-01T00:00:00/2023-01-31T23:59:59"
}
We tried the same approach but it is not matching with prepay quantity and usage quantity received from genesys monthly report
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