topic Cisco Webex Queue Statistics API - Calls Crossing Interval Boundary in Webex for Developers

Cisco Webex Queue Statistics API - Calls Crossing Interval Boundary

mark.rennie1 — Fri, 02 Sep 2022 14:56:01 GMT

How does the Queue Statistics API handle calls that cross the interval boundary?

For example: Say a call begins at 10.02 and ends at 10.28 (handling time =26 mins)

Does the handling time and accepted statistics get incremented in the interval the call was offered or the interval the call was handled. I thought it would be accrued in the interval where the call was handed and so the below would be expected:

10:00-10.15 interval:

totalOfferedTasks =1

totalAcceptedTasks = 0

10:15-10.30 interval:

totalOfferedTasks = 0

totalAcceptedTasks = 1

averageHandlingTime = (28 * 60 * 1000)

The reason I ask is if it accrues the handling time to the 10.00-10.15 interval then the historical data will always change over time as calls across the boundaries end.

Re: Cisco Webex Queue Statistics API - Calls Crossing Interval Boundar

Arunabh Bhattacharjee — Thu, 08 Sep 2022 14:13:49 GMT

Hi Mark, the metrics for durations are only calculated after the ended event.

i.e it will always be in the interval the call was completed (disposition handled, event ended)

Do you see any issues with this?

Thanks & Regards,

Arunabh.

Re: Cisco Webex Queue Statistics API - Calls Crossing Interval Boundar

mark.rennie1 — Tue, 13 Sep 2022 20:10:37 GMT

No, this is generally how most ACDs we encounter work. If we know this is the case then we can update our documentation accordingly and avoid any confusion.

Thanks.