Hi All,
To get the actual agent count, I am using "[GET /api/v2/workforcemanagement/managementunits/{managementUnitId}/adherence]" API to get the users in the managment Unit and passing the user ids to "[POST /api/v2/analytics/users/aggregates/query]" API to get count.
But I want to get the agents count based on Queue, so from the 1st api I will only get the agents specific to a queue and pass them to aggregates query api. and repeat this process for each queue.
What if the agent is part of multiple queues, will he be counted for both the queues? How does it allocate the Actual Agent count?
Presence, which is what /api/v2/analytics/users/aggregates/query is aggregating, is not associated with a queue. It's an independent attribute of the User.
You cannot apportion presence per queue.
You can apportion call metrics per queue, because those actually occur within a given queue, but they will overlap presence.
This most commonly comes up when people are trying to determine Queue level Availability and genesys has no such concept. You are available to all queues you are enrolled in, simultaneously.
If you are just trying to determine the number of active employees for a given period across a series of queues I do this through a dictionary, so each user is only counted once if they're found again.