Actions15
- Search Queues
- Query Queue Volumes
- Sample Conversations by Queue
- Voice Call Quality
- Conversation Sentiment
- Conversation Topics
- Conversation Transcript
- Enhanced Conversation Search
- Agent Media Type Performance
- Real Time Queue Status
- Real Time Agent Presence
- Live Conversation Monitoring
- Wrap Up Code Analytics
- Agent Status Monitoring
- Search Voice Conversations
Agent Media Type Performance
AI-generatedOverview
This node integrates with Genesys Cloud MCP Plus, a suite of 15 advanced analytics tools designed for contact center performance and interaction analysis. Specifically, the Agent Media Type Performance operation analyzes agent performance metrics segmented by different media types (e.g., voice, chat, email) over a specified date range.
Typical use cases include:
- Evaluating how agents perform across various communication channels.
- Identifying strengths or bottlenecks in handling specific media types.
- Supporting workforce management decisions by understanding agent workload distribution.
- Generating reports on agent productivity broken down by media type.
For example, a contact center manager could use this node to retrieve detailed performance data for their agents from the last month, including a breakdown of how each agent performed on voice calls versus chats.
Properties
| Name | Meaning |
|---|---|
| Start Date | The beginning date/time for the query period to analyze agent media type performance. |
| End Date | The ending date/time for the query period. |
| Include Media Breakdown | Boolean flag to include detailed performance metrics broken down by each media type. |
| Page Size for Agents | Number of agents to include in the results (limits the size of returned data). |
Output
The node outputs JSON data containing the agent media type performance metrics for the specified period. The structure typically includes:
- Agent identifiers and names.
- Performance statistics aggregated per agent.
- If enabled, detailed breakdowns by media type showing metrics such as handled interactions, average handle time, etc.
No binary data output is produced by this operation.
Dependencies
- Requires an API key credential for authenticating with the Genesys Cloud MCP Plus service.
- The node depends on the external GenesysCloudMcpPlusService client library to communicate with the Genesys Cloud MCP Plus API.
- Proper configuration of the API credentials within n8n is necessary for successful execution.
Troubleshooting
Common issues:
- Invalid or missing API credentials will cause authentication failures.
- Incorrect date formats or missing required date parameters may result in errors.
- Requesting too large a page size might be limited by the API, causing partial results or errors.
- Providing invalid or malformed agent IDs (if used) can lead to empty or error responses.
Error messages:
"Operation agentMediaTypePerformance not supported": This indicates a misconfiguration or typo in the operation parameter.- API errors related to authentication usually mention invalid tokens or unauthorized access; verify API keys.
- Errors about date ranges often mean the start date is after the end date or dates are missing.
To resolve these, ensure all required parameters are correctly set, credentials are valid, and input values conform to expected formats.