Report number of logged agents (per hours)

Analytics and Reporting
1

Hi guys,

I have the need to get a report that tells us the number of logged in agents by time slots (hourly, although if possible in 30 minutes intervals is also more than valid).

I've been looking if by default there is any report of this type in Genesys Cloud, but the most I've found is in the Subscription section the report of concurrent users and it is taken daily, so this information would not be valid for me.

Have any of you encountered something similar?

I hope you can help me, thanks in advance.
Regards.

2

Hi Carlos,

I think what you want to do is periodically query the https://developer.genesys.cloud/api/rest/v2/analytics/user_detail. This will not give you a minute-by-minute breakdown but you could play around with it and see if it gives you what you need. The user observations endpoint give you the most current user status but you either need to scan each queue for all of the users assigned to the queue or know a specific user you are looking for.

Thanks,
John Carnell
Manager, Developer Engagement

3

Hi Jon,

What I need to know exactly is: How many concurrent logged in users (number) has there been in a particular hour? For example, how many logged in users have there been from 9:00 AM to 10:00 AM?

I have used the API that you have indicated me, but here it will show us the users that have logged in in a given time, however, I think that we will not be able to obtain from here the number of concurrent logged in users in that given time.

The configuration of the query to use the API that you indicated was the following:

{
 "interval": "2022-02-08T08:00:00.000Z/2022-02-08T09:00:00.000Z",
 { "order": "asc",
 "paging": {
  "pageSize": "100",
  "pageNumber": "1".
 },
 "presenceFilters": [
  {
   "type": "or",
   "predicates": [
    {
     "type": "dimension",
     "dimension": "systemPresence",
     "operator": "matches",
     "value": "AVAILABLE"
    }
   ]
  }
 ]
}

You (Genesys) have a report of concurrent users, only this is daily and we would need to know the detail by hourly or half hourly intervals, I understand that if you are able to get it out on a daily basis there will also be a way to do it by intervals.

I look forward to your response.
Best regards.

4

@John_Carnell alguna sugerencia más? me quede esperando una respuesta válida para obtener este reporte por intervalos.

Gracias de antemano.
Un saludo.

5

any further progress on this Carlos?

6

Hi @VaunMcCarthy,

No, no progress, I am still waiting for an answer a month later.... I opened a case at Customer Care, but they put the same effort as here or even less.

I already left the evaluation survey about the case, they will know, we are selling their product and fighting day by day to keep selling and this is the answer we get... they always tell you to open an Idea...

Let's see if someone gives us some light.

Greetings.

7

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