Secondary presence at user detail level via API

[Sindhuja_Dhamodaran]

Hi, I am trying to get the secondary presence for the users.

With below code I am able to get only the primary presence.

api = PureCloudPlatformClientV2.UsersApi()
page = page + 1
body.paging = PureCloudPlatformClientV2.PagingSpec()
body.paging.page_size = 100
body.paging.page_number = page
result = api.post_analytics_users_details_query(body)
list_status= result.user_details

The response is as below. How do I get the secondary presence at the user detail level

"userId": "AAAAAAAAAAAAAAAAAAAAAA",
"primaryPresence": [
{
"startTime": "2020-07-13T22:12:15.885Z",
"endTime": "2020-07-15T00:01:26.761Z",
"systemPresence": "AVAILABLE",
"organizationPresenceId": "AAAAAAAAAAAAAAAAAAA"
},

[Jerome.Saint-Marc]

Hello,

This request also brings back secondary statuses (presence).

If you change your agent status to a secondary status, you will have a corresponding element in the "primaryPresence" array.
"systemPresence" will show the primary/system presence your secondary status belongs to.
If you check the organizationPresenceId, you will see it corresponds to the id of your secondary status (if you request a GET /api/v2/presencedefinitions).

Regards,

[Sindhuja_Dhamodaran]

Hi Jerome,

I always get only the primary status. I get the "primaryPresence" array. but it has only all the status changes. Actually what I am looking is, for the system presence Available I need to get the secondary presence like Available (No ACD) or Ticket Time (No ACD) or Project Work (No ACD)

"primaryPresence": [
{
"startTime": "2020-07-13T22:12:15.885Z",
"endTime": "2020-07-15T00:01:26.761Z",
"systemPresence": "AVAILABLE",
"organizationPresenceId": ""
},
{
"startTime": "2020-07-15T00:01:26.761Z",
"endTime": "2020-07-15T22:15:28.148Z",
"systemPresence": "OFFLINE",
"organizationPresenceId": ""
}

[Jerome.Saint-Marc]

I understand.
It is working for me. I am not trying using .Net SDK (as I don't have a windows environment) but doing this directly with an HTTP request (using Developer Tools).

Out of curiosity as it is not showing in your code extract. I assume/hope you are setting an interval in your user details query.

If yes, I would suggest to have a user change his state to one of your secondary presence.
Then from the Analytics Builder in Developer Tools, select Query Type = User Detail (top of the page).
And define your query (with an interval that contains the current day - I mean when your agent changed to this status - today if you are asking him to do this today - as your query was showing status changes that occurred on July 13th/July 15th).

Depending on how many entries/results there are, it could be over multiple pages.
The best would be to make the test in the Analytics Builder in Developer Tools specifying a User Filter (so that you only return results for that user).

This is just to try with raw API (instead of .Net SDK).

As explained above, if it works, you will still have entries in your array with systemPresence = "AVAILABLE".
You just have to check the associated organizationPresenceId value (using GET /api/v2/presencedefinitions) to see if it corresponds to a secondary presence.

If it still doesn't work, please open a case with Genesys Cloud Care as we cannot investigate customer data/environment here.