CODEWITHSUNDEEP
apicalllogringcentralcall-queue
user2142060
user2142060

Reputation: 41

RingCentral API Need Help Finding QUEUE ACTIVITY data

I don't know what report contains the QUEUE ACTIVITY data that is on the web portal. I want to pull that information for my own use. For instance where do I find "time till answered". It's not in the call-log report as far as I can see.

Upvotes: 1

Views: 207

Answers (2)

Dibyendu Roy
Dibyendu Roy

Reputation: 103

We recently launched a new event stream called CSN (Call Session Notification). This event stream emits events for all stages of the call from Proceeding State to Answered to Disconnected and you can use that to calculate the time difference.

The Documentation is at:

https://ringcentral-api-docs.readthedocs.io/en/latest/active_call_control_overview/

These are Advanced APIs and you would need an additional permission "Telephony Sessions" , to add that permissions to your app please email to [email protected] with your Org and App details and they will add the permission. Once Added you can add the event filter /restapi/v1.0/account/~/telephony/sessions (Account level) or even at an extension level.

I have a sample a sample App where I have used the CSN to get , calculate the number of calls on Hold and display it : https://github.com/dibyenduroy/ringcentral_callqueue_monitoring_app

Hope this helps.

Upvotes: 0

Grokify
Grokify

Reputation: 16354

I work for RingCentral. While RingCentral Live Reports Queue Activity Report has an Average Time to Answer dashboard item, the API doesn't have this information yet.

We will look at adding this information to the call-log API data. Let us know if you would like this data any other way, e.g. average time to answer per queue event data.

Upvotes: 1

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