The company's division I work with is in the process of moving to RingCentral (other divisions already use RingCentral, so I am already setup with an account and have access to a sandbox account); our customer service department has one important requirement for one of the metrics they run on the agents that are on the phone all day.
They currently collect this data manually from our phone system UI, and it looks this:
They basically collect the "Total Idle time" and the "Total Unavailable time" per day, per person.
I am developer, and I have been tasked with figuring out how to get this data out of RingCentral's API. We have gotten information from RingCentral (I guess during the sales/discovery meetings), that we need to use Webhooks.
I have gone through the API, all information about Webhooks, polling and using the SDK, however, I still have few questions and would like help with answering them.
Through my investigation, I came up with API methods to access the data we need:
- Presence data: This should give me the core information needed
- Extension info data: This should allow us get the user name and extension information to match with the Presence data.
Is this correct? If I need to get the "Total Idle time" and the "Total Unavailable time", those two
methods will return the data needed?
If my thinking is correct, and the answer is yes, then:
After reading other posts in this forum, and reading the API documentation, I understand that we should subscribe a Webhook to get the changes in the Presence data as they happen. Is this correct? Is there any other way to get this data?
I have worked with this type of subscription service with other vendors before. I know that eventually, there might be problems, and we might not receive the data. Is there some kind of recovery method? I asked this question because of this other forum entry:
We don't need to get this information in real time; as a matter of fact, it would be better if we could create a small app using the SDK and scheduled it to run overnight to collect this data if available this way.
Is there a way to get the historical Presence data? Is that data present in the Call Log or any other API method?
I am sorry for the long post, and thanks for all the help!!!