There is information in the Developer Center on how to do a Queue Observation query to get the number of agents On Queue (a built-in metric):
https://developer.genesys.cloud/analyticsdatamanagement/analytics/observation/number-of-agents-on-queue-guide
You'll need to take some of that info and pair it with user presence info if you really want to get the number of IDLE agents for the queue:
https://developer.genesys.cloud/analyticsdatamanagement/analytics/observation/queue-query
Getting the number of IDLE agents does not necessarily make a bunch of sense, since it can change withing a second after you run the data action.
EWT takes into account the number of agents On Queue and IDLE, and it returns a 0 if at least one agent is able to take an interaction, -1 if no agents are On Queue.
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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Original Message:
Sent: 04-26-2024 07:32
From: Sujatha Ganapathy
Subject: Estimated wait time/Position In Queue/Agents On Queue
Thank you for your response,
we do use EWT, but the check on agents available seems to give us logged in head count - and not the ones ready/availabe to take a call.
I was looking for combination of the two to decide.
What would be the property that tells us how many agents are in queue ready to take call ?
Regards
Sujatha.
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Sujatha Ganapathy
Connect Holding LLC
Original Message:
Sent: 04-25-2024 16:07
From: Melissa Bailey
Subject: Estimated wait time/Position In Queue/Agents On Queue
You can use the GetQueueEstimatedWaitTime or FindQueueEstimatedWaitTime functions to check EWT for a queue before transferring to it. For the agents on queue, you should be able to write data action to check that.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 04-25-2024 15:51
From: Sujatha Ganapathy
Subject: Estimated wait time/Position In Queue/Agents On Queue
I see this post from 2017, do you know if this is available for us to use, its 2024 - hoping you do
we want to check first if agents are in queue in available across multiple queues
and use EWT comparison if none available
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Sujatha Ganapathy
Connect Holding LLC
Original Message:
Sent: 08-25-2017 08:32
From: A Contributor
Subject: Estimated wait time/Position In Queue/Agents On Queue
We have started exploring this. There are some changes we will need to make in order to provide this functionality and we don't have a solid time estimate yet on how much time it will take to build this into PureCloud, but it's definitely something we are keeping our eye on.