topic Re: Availability of ACW within averageHandledTime on Queue Statistics in Webex for Developers

Availability of ACW within averageHandledTime on Queue Statistics API

mark.rennie1 — Tue, 23 Aug 2022 15:27:42 GMT

Queue Statistics API - AHT

On the Queue Statistics API we can get back a field called "averageHandledTime"

https://devportal.wxcc-us1.cisco.com/documentation/queues/get-queue-statistics

This is defined as "The Queue's average handle time." Although it appears this does not include "after call work time" or "work time". Is this correct?

If this is not included are there plans to include a statistic in the API to obtain the after call work time

Thanks

Re: Availability of ACW within averageHandledTime on Queue Statistics

ntheolog — Wed, 31 Aug 2022 21:05:01 GMT

Hi mark.rennie1,
Sorry for delay on response.

We will look into this and get back to you.

regards,

Niko

Re: Availability of ACW within averageHandledTime on Queue Statistics

Arunabh Bhattacharjee — Sat, 10 Sep 2022 12:28:53 GMT

HI @mark.rennie1

Yes that is correct.

The latest docs now has the line

https://developer.webex-cx.com/documentation/queues/v1/get-queue-statistics

averageHandledTime

double

The Queue's average handle time in milli seconds. i.e total time the call was connected / number of calls that were handled. Note :- This does not include wrap-up time.

Since it does not have the averageWrapupTime - it looks like we will need to add that field.

We will go ahead and raise an enhancement request for this. If you need this feature prioritized and is blocking a project currently, please reach out to your CSM to have it prioritized by the PM team.

Thanks & Regards,

Arunabh.

Re: Availability of ACW within averageHandledTime on Queue Statistics

mark.rennie1 — Tue, 13 Sep 2022 20:07:34 GMT

Thanks for response.