Webex Search API, longest queue duration

[maria-crowley]

I'm using webex search api to get realtime information. I want to get the longest wait time in queue for realtime. 

The query I am using at the moment gets all calls that are currently in parked state, or in queue. But if I use totalDuration or queueDuration in my query, I get 0 back for either of them.

I have attached my current query and a picture of the response. 

Also the "from" and "to" are set dynmically.

"from:" part is set to 10 seconds ago

"to:" part is set to now, so that I can get calls that are in queue in realtime.

How can I get realtime max queue duration?

[gkovanis · Accepted solution]

Hey @maria-crowley , queue duration is calculated when the contact is ended, so until then the value would be 0. If you want to get the max, you would need to get the createdTime of all the "parked" events and do a now() - createdTime calculation to get the Queue duration in real time.

Also, for the "from" and "to", this will show all the parked events that started 10 seconds ago, you can set the from to a large value (e.g. 1 hour before) to grab all parked events that started in the past hour and then use the filters to only keep the parked ones.

[maria-crowley]

Thank you for the help!