Cisco Webex Queue Statistics API - Calls Crossing Interval Boundary

[mark.rennie1]

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.

[mark.rennie1]

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.

[Arunabh Bhattacharjee · Accepted solution]

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.