Utilizing the Analytics API for Custom Concurrent License Monitoring

How-To-Articles
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Utilizing the Analytics API for Custom Concurrent License Monitoring

Executive Summary & Architectural Context

Genesys Cloud licensing comes in two primary models: Named (per user) and Concurrent (simultaneous logins). For enterprise organizations strictly managing a Concurrent license model, understanding peak concurrency is critical to cost control. If you exceed your purchased concurrent license count, Genesys Cloud does not prevent the agent from logging in-instead, it bills the organization for “overages,” which can result in massive, unexpected invoices at the end of the month.

While the Genesys Cloud billing portal shows historical overages, it lacks real-time, proactive alerting to warn supervisors before they incur financial penalties.

The architectural solution is to build a middleware script that periodically queries the Analytics API to calculate the exact number of concurrent users currently consuming a license, and trigger a webhook alert to IT if the threshold approaches 95% utilization. This masterclass details the exact API endpoints and JSON parsing required to accurately count concurrent license consumption.

Prerequisites, Roles & Licensing

  • Licensing: Concurrent License Model (Genesys Cloud CX 1, 2, or 3).
  • Roles & Permissions: OAuth Client with analytics:readonly and billing:readonly.
  • Platform Dependencies:
    • A serverless function (AWS Lambda, Azure Function) to run the polling cron job.

The Implementation Deep-Dive

1. Understanding What Constitutes a “Concurrent User”

A concurrent license is consumed the moment an agent logs into the Genesys Cloud web interface, desktop app, or mobile app.

  • The Trap: A license is not tied to routing status. If an agent is logged in but their status is Offline, they are still consuming a license if their web socket connection is alive.
  • The Metric: To count licenses, you must query the User Details or User Status Analytics API to find all users with an active SYSTEM_PRESENCE.

2. The API Query

To get a real-time count of active user sessions, you must use the User Observation API.

  1. Endpoint: POST /api/v2/analytics/users/observations/query
  2. Payload:
{
 "filter": {
  "type": "and",
  "predicates": [
   {
    "type": "dimension",
    "dimension": "systemPresence",
    "operator": "notExists",
    "value": "OFFLINE"
   }
  ]
 },
 "metrics": ["oUserPresences"]
}

Wait, there’s a problem. The users/observations/query requires you to specify userIds in the filter. You cannot do a global “Give me everyone” query on the Observation endpoint.

3. The Accurate Global Method: User Aggregates

Since you cannot wildcard the Observation endpoint, you must use the User Aggregate API with a very short, immediate time interval (e.g., the last 15 minutes).

  1. Endpoint: POST /api/v2/analytics/users/aggregates/query
  2. Payload:
{
 "interval": "2026-05-14T09:45:00Z/2026-05-14T10:00:00Z",
 "groupBy": ["userId"],
 "metrics": ["tSystemPresence"],
 "filter": {
  "type": "and",
  "predicates": [
   {
    "type": "dimension",
    "dimension": "systemPresence",
    "operator": "notExists",
    "value": "OFFLINE"
   }
  ]
 }
}
  1. Parsing: The API will return an array of results. Count the length of the results array. That is the number of unique user IDs that were actively logged into the system during the specified 15-minute window.

4. The Real-Time Alternative: EventBridge

If polling the API every 15 minutes is unacceptable, you must shift to an event-driven architecture.

  1. Connect Amazon EventBridge to Genesys Cloud.
  2. Subscribe to v2.users.{id}.presence.
  3. Build an AWS DynamoDB table or Redis cache.
  4. When a user transitions from Offline → Available, increment a counter (ActiveUsers + 1).
  5. When a user transitions to Offline (or session terminates), decrement the counter.
  6. This provides a sub-second accurate gauge of concurrent license consumption without constantly hitting API rate limits.

Validation, Edge Cases & Troubleshooting

Edge Case 1: Supervisors and Admins

Under the Concurrent model, every user logged in consumes a license, not just agents taking calls.

  • Troubleshooting: If your script shows 500 licenses consumed, but only 450 agents are scheduled, you likely have 50 back-office workers, QA analysts, and IT administrators logged into the platform running reports or configuring flows. You must account for administrative overhead in your concurrency thresholds.

Edge Case 2: The “Ghost” Login

If an agent closes their laptop lid without explicitly logging out, their WebSocket connection drops, but the backend session does not die instantly.

  • Solution: Genesys Cloud will eventually time out the session (moving them to Offline), but there is a grace period. Your script may temporarily over-report concurrency by a few users if a shift change involves agents violently shutting down machines instead of clicking “Log Out”.

Official References