Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on March 18, 2024, 05:17:41 AM

Title: Historical Queue Wait Times via Report API
Post by: victor on March 18, 2024, 05:17:41 AM

Hi,

was someone able to retrieve the wait times for a queue in a 3 minute intervals going back 1 months? I am able to retrieve 30 minute data, but not 3 minute data.

So, for example, I would like to know the average wait time, number of calls in queue and abandons for 2/13/24 at 19:00:00 and then at 19:03:00, 19:06:00 and so on.

It seems like there should be that info without setting up custom reporting, but cannot figure out a way to issue an API call to do it.

Title: Re: Historical Queue Wait Times via Report API
Post by: Kubig on March 18, 2024, 05:57:17 AM

Analytics and reporting data are measured by 30 minutes interval at least - so based on that API I do not think you are able to get such data. I would use Conversation API personally and aggregate the information from there