Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: mic on February 03, 2019, 11:06:15 AM

Title: how to get number of waiting interactions on a specific queue at given time?
Post by: mic on February 03, 2019, 11:06:15 AM

I need to know the number of waiting interactions on a specific queue at given time, is it possible to know this from GIM or any other database.
I have email, Live Chat, and twitter channels.

appreciate any advise

Title: Re: how to get number of waiting interactions on a specific queue at given time?
Post by: mic on February 03, 2019, 11:16:05 AM

I mean on a specific virtual queue

Title: Re: how to get number of waiting interactions on a specific queue at given time?
Post by: cavagnaro on February 03, 2019, 05:29:16 PM

?? StatServer will provide that...by a DB? That would mean any interaction is stored everytime...

Title: Re: how to get number of waiting interactions on a specific queue at given time?
Post by: hsujdik on February 04, 2019, 02:09:22 AM

Although it is possible to obtain from GIM, it is not straightforward.

You would need the Epoch Time of the second which you are looking for (number of seconds since 01/01/1970 00:00 UTC) and query the mediation_segment_fact table something as following:

select count(1) from mediation_segment_fact msf
inner join resource_ queue on queue.resource_key = msf.resource_key
where queue.resource_name = 'QUEUE_NAME’
and EPOCH_TIME between msf.start_ts and msf.end_ts

Title: Re: how to get number of waiting interactions on a specific queue at given time?
Post by: cavagnaro on February 04, 2019, 11:02:20 AM

:o  Seems this InfoMart does have much more info than I expected...
Hail hsujdik  8)

Title: Re: how to get number of waiting interactions on a specific queue at given time?
Post by: hsujdik on February 04, 2019, 02:41:21 PM

Well, it is a workaround to get that info. Not an oficial metric (: