GraphQL Agent Session - Not Responded Count

[kdoody]

I have configured the GraphQL Search API with the PowerBI sample application referenced here on the Cisco DevNet GitHub repo: https://github.com/CiscoDevNet/webex-contact-center-api-samples/tree/main/reporting-samples/graphql-powerbi-sample 

I've been able to pull most of the data that I need using the GraphQL Search API, but I am unable to find anyway that I can report the "Not Responded Count" that is available on the Agent Session Record in Analyzer. I am using the "Not Responded Count" to report the number of calls presented to each agent that were not answered.

I thought I would post here to see if anyone knows of a way to query AgentSession "Not Responded Count" directly from the GraphQL Search API, or if there may be another method available to calculate this metric? 

Thanks!

[Arunabh Bhattacharjee]

Hi @kdoody it is a configuration on the app, might have to be checked.

Also you will need to login agents on the platform to generate the data if its returning empty.

Would be better to raise a developer support ticket for a specific ask - https://developer.webex-cx.com/support/

Thanks & Regards,

Arunabh.

[kdoody]

Hi @Arunabh Bhattacharjee,

I realize now that I missed the channelInfo fields when going through the schema. This is exactly what I was looking for and I appreciate the help.

As I delve deeper into configuring the GraphQL Spring Boot app created by @jiwyatt to suit our use case, I'm running into some challenges with my lack of knowledge on Java/Spring Boot. I am hoping to confirm if I am on the right track at least...

I've been able to successfully return task and taskDetails data to PowerBI using the app, but my queries to agentSession do not return any data. 

I was just hoping to confirm if this is a limitation of the sample app and if this functionality is something that would requirement further development of the app? It seems like we would need to add new objects and classes to the application for it to be capable of returning agentSession queries?

Thanks.

[Arunabh Bhattacharjee · Accepted solution]

Hi @kdoody 

You may want to look at this store: AgentSession

it has an object called channelInfo per media type. e.g telephony, chat,email etc

It has the exact fields 

Example:

{
agentSession(from: 1690848000000, to: 1692641771356){
agentSessions{
agentName
channelInfo{
notRespondedCount
notRespondedDuration
}
}
}
}