Helpful Functions for for Genesys Cloud

Functions

• callCenterAggregate
  • Variables needed:
  clientID
  secret
  interval (in days, defaults to 30)
  granularity (defaults to PT24H)
  • Returns:
  torganizationpresence
  tagentroutingstatus
  tsystempresence
• departmentListBuilder
  • Variables needed:
  clientID
  secret
  departmentName (defaults to "Call Center")
  • Returns:
  user ID
  display name
  title
  department
• fullAggregates
  • Variables needed
  clientID
  secret
  interval, defaults to 30 days
  • Returns:

  nBlindTransferred	nCobrowseSessions	nConnected	nConsult	nConsultTransferred	nError	nOffered	nOutbound
  nOutboundAbandoned	nOutboundAttempted	nOutboundConnected	nOverSla	nStateTransitionError	nTransferred	oExternalMediaCount	oMediaCount
  oMessageTurn	oServiceLevel	oServiceTarget	tAbandon	tAcd	tAcw	tAgentResponseTime	tAlert
  tAnswered	tBarging	tConnected	tContacting	tDialing	tFirstConnect	tFirstDial	tFlowOut
  tHandle	tHeld	tHeldComplete	tIvr	tMonitoring	tMonitoringComplete	tNotResponding	tShortAbandon
  tTalk	tTalkComplete	tUserResponseTime	tVoicemail	tWait

• genericAggregateDetails
  • Variables Needed:
  clientID
  secret
  body (example)
  { "interval": "2023-03-08/2023-03-09", "granularity": "PT24H", "groupBy": [ "userID" ], "metrics": [ "tHandle", "tHeld", "tAcw", "tTalk", "tWait", "tIvr" ] }