Cisco finesse API Queue Empty Values

[Viktor Yesypenko]

Hi!

We have UCCE 12.6.2

And all values in /finesse/api/Queue/id equals "-1" when there are not any agents logged in this skill-group.

When there are somebody one (even in "not ready") - all's fine.

Does anybody knows if it's normally behaviour? And, if yes, could we change it?

We should to get: callsInQueue for this queue in real time and I couldn't find another way. In real-time tables data is with delay.

Best regards,

Viktor

[david.macias]

I would open a TAC case as this feels more like a bug.

david

[Viktor Yesypenko]

Yes, I've did it already

But in process

[bill.king1]

If you do something like an RTTEST or query it from the AWDB do they all show 0? In other words, is it "just" the Finesse API that is showing as -1?

[Viktor Yesypenko]

Hello

I don't know how to check with rttest fo some queue. I always got:

rttest: dump_queue /group 7466
No calls queued to 5000.PQ.5101 (7466)

But in real-time tables of awdb and in live-data there are correct data: 0 or greater.

Only in cisco finesse's API statistics there are all "-1" and only in case if there aren't ane logged in agents

[bill.king1]

You just use rttest for the expression of that value.
I tried it on my system and it showed as 0 as well, but if you try it on yours, you can at least narrow it down to if it is only the Finesse API.
Here's a link with some examples, but you could add the PQ and number of agents LoggedIn for instance. 
https://community.cisco.com/t5/contact-center/expression-testing-in-rttest/td-p/384634 

[Viktor Yesypenko]

Yes, rttest display statistic correctly

[nasinha]

hi Viktor,

Can you try the Queues get list for the users api as mentioned in the below link

https://developer.cisco.com/docs/finesse/queue%e2%80%94get-list-of-queues-for-user/#queueget-list-of-queues-for-user

Do let us know if you are seeing the same issue there also? 

[Viktor Yesypenko]

Hello!

It's empty when agent isn't logged in:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>

<Queues/>

Contains "-1" in statistics for queues immediately after log in:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>

<Queues>

    <Queue>

        <name>CC_Fake1_PQ</name>

        <statistics>

            <agentsNotReady>-1</agentsNotReady>

            <agentsReady>-1</agentsReady>

            <agentsTalkingInbound>-1</agentsTalkingInbound>

            <agentsTalkingInternal>-1</agentsTalkingInternal>

            <agentsTalkingOutbound>-1</agentsTalkingOutbound>

            <agentsWrapUpNotReady>-1</agentsWrapUpNotReady>

            <agentsWrapUpReady>-1</agentsWrapUpReady>

            <callsInQueue>-1</callsInQueue>

            <startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue>

            <agentsLoggedOn>-1</agentsLoggedOn>

            <agentsBusyOther>-1</agentsBusyOther>

        </statistics>

        <uri>/finesse/api/Queue/10138613</uri>

    </Queue>

</Queues>

And correct statistics in a 1-2 seconds after log in:

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>

<Queues>

    <Queue>

        <name>CC_Fake1_PQ</name>

        <statistics>

            <agentsNotReady>-1</agentsNotReady>

            <agentsReady>-1</agentsReady>

            <agentsTalkingInbound>-1</agentsTalkingInbound>

            <agentsTalkingInternal>-1</agentsTalkingInternal>

            <agentsTalkingOutbound>-1</agentsTalkingOutbound>

            <agentsWrapUpNotReady>-1</agentsWrapUpNotReady>

            <agentsWrapUpReady>-1</agentsWrapUpReady>

            <callsInQueue>-1</callsInQueue>

            <startTimeOfLongestCallInQueue></startTimeOfLongestCallInQueue>

            <agentsLoggedOn>-1</agentsLoggedOn>

            <agentsBusyOther>-1</agentsBusyOther>

        </statistics>

        <uri>/finesse/api/Queue/10138613</uri>

    </Queue>

</Queues>

[nasinha · Accepted solution]

hi Viktor,

Just trying to understand the issue better, here are my follow up questions:-

1. As per the documentation https://developer.cisco.com/docs/finesse/queue%e2%80%94get-queue/#queueget-queue it says 

"If you use this API to get a queue that is not assigned to any users, the response contains a value of -1 for numeric statistics and is empty for string statistics." 

So the query I have, is this not what you are seeing in your response? if yes, then is your request is to change this behaviour of not showing -1?

2. Or is it that irrespective of the users logged in or not you are always seeing the statistics as -1 for all the parameters for both Queue and Queues get api?

[Viktor Yesypenko]

Hi Nashina,

Yes, you are right. It's documented behaviour. I've missed this notification in docs

Thanks