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Using Ringcentral's API - Get the Longest hold for a days metrics

Tags: rest api, analytics and reporting, hold times

Apr 2, 2024 at 5:00am • 1 replies • 0 likes

Zack Rodgers

Hello,

We are using the Ring Central API to make custom reports based off different Criteria. Currently we are looking to get the "Longest" hold time for someone who may have called in. We are not looking to gather that information for the current day, but for previous days.

Out of any of the API's is there a way to see how long someone waited on hold before being answered/picked up?

1 Answer

Phong Vu answered on Apr 2, 2024 at 7:45am

The only way to get that metric is to use the telephony session event notifications to capture call events and do the calculation by yourself using the raw data.

Read these articles to learn more about the telephony session event notification and see a demo how to calculate different metrics.

https://medium.com/ringcentral-developers/ringcentral-telephony-session-events-notifications-98b3f8d29745

https://medium.com/ringcentral-developers/building-a-real-time-call-report-app-3eee247a141d

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