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Architect: agents availability in queue?

  • 1.  Architect: agents availability in queue?

    Posted 07-24-2017 10:14

    Hi,

     

    Can you insert in architect a function to see if there are agents available in the queue? Then route the call to another number if there are no agents available

     

    Thanks



  • 2.  RE: Architect: agents availability in queue?

    Posted 07-25-2017 06:51

    Hi,

     

    I made this Product engagement request a while back. I will let you know if I hear something

     

    (Dynamic Routing)

     

     



  • 3.  RE: Architect: agents availability in queue?

    GENESYS
    Posted 07-25-2017 14:50

    It is a roadmap item that we are hoping to deliver on this year.



  • 4.  RE: Architect: agents availability in queue?

    Posted 05-21-2020 08:17
    Hi,

    Is this feature available now ?

    Thanks
    Shwetha

    ------------------------------
    Shwetha Ravichandran
    Pulse Services Inc.
    ------------------------------



  • 5.  RE: Architect: agents availability in queue?

    GENESYS
    Posted 05-21-2020 08:38

    There is an idea for it https://purecloud.ideas.aha.io/ideas/CLSELF-I-33 but it's still in community review.  Vote for it.

    As a workaround, you can write a data action to fetch the queue stats, see https://developer.mypurecloud.com/forum/t/acd-queue-routing-based-on-if-queue-has-agents-logged-in/2499



    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------



  • 6.  RE: Architect: agents availability in queue?

    Posted 05-31-2020 03:22
    Another alternative to write your data action is to use Queue Observation:

    /api/v2/analytics/queues/observations/query

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 7.  RE: Architect: agents availability in queue?

    GENESYS
    Posted 06-01-2020 10:06
    @Paulo Mesquita do not use do you have an example of the Body you would use for that observations query? Say, trying to find how many agents are On Queue and Idle for a specific queue?​

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 8.  RE: Architect: agents availability in queue?

    Posted 06-01-2020 23:53
    Edited by Paulo Mesquita do not use 06-02-2020 14:30
    Hi George,

    You can run a basic query with your queueId:

    {
     "filter": {
      "type": "or",
      "predicates": [
       {
        "type": "dimension",
        "dimension": "queueId",
        "operator": "matches",
        "value": "xxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx"
       }
      ]
     }
    }​

    Then, have a look on these details:
            {
              "metric": "oOnQueueUsers",
              "qualifier": "INTERACTING",
              "stats": {
                "count": 7
              }
            },
            {
              "metric": "oOnQueueUsers",
              "qualifier": "IDLE",
              "stats": {
                "count": 1
              }​
            },
            {
              "metric": "oOnQueueUsers",
              "qualifier": "NOT_RESPONDING",
              "stats": {
                "count": 1
              }
            },


    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------



  • 9.  RE: Architect: agents availability in queue?

    GENESYS
    Posted 06-02-2020 08:40
    Beautiful! Thanks, Paulo! That will be a big help to many.

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
    ------------------------------



  • 10.  RE: Architect: agents availability in queue?

    Posted 14 days ago
    Hi all,
    Is this feature available now or we need continue to use the workarounds suggested?
    Many thanks
    Regards
    Giuseppe

    ------------------------------
    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------



  • 11.  RE: Architect: agents availability in queue?

    Posted 11 days ago
    Hi
    Do you want available or on queue and idle? We have the action below for idle agents on queue:
    Input
    {
    "title": "IDLE_AGENTS_ON_QUEUE_REQUEST",
    "type": "object",
    "properties": {
    "QUEUE_ID": {
    "type": "string"
    }
    },
    "additionalProperties": true
    }

    Output
    {
    "title": "Agents in Idle",
    "type": "object",
    "properties": {
    "Agents in Idle": {
    "type": "number"
    }
    },
    "additionalProperties": true
    }


    {
    "requestUrlTemplate": "/api/v2/routing/queues/${input.QUEUE_ID}/users?routingStatus=Idle",
    "requestType": "GET",
    "headers": {},
    "requestTemplate": "${input.rawRequest}"
    }


    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 12.  RE: Architect: agents availability in queue?

    Posted 11 days ago
    Hi Philip,
    many thanks for your suggestion, only one question, in Configuration\Response section of Action, whitch json we need to configure?
    I used the json that you wrote in Contracts, Input and Outbound, in Configuration\Request I used your last json wrote, but I don't know what I need to configure as Response...

    I tried with this one:

    {
    "translationMap": {},
    "translationMapDefaults": {},
    "successTemplate": "${rawResult}"
    }

    But I receive all response and nothing inside the output field "Agents in Idle"
    Many thanks for your support and your patience!
    Best regards
    Giuseppe

    ------------------------------
    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------



  • 13.  RE: Architect: agents availability in queue?

    Posted 11 days ago
    Sorry I missed that off!

    {
    "translationMap": {
    "Agents_in_idle": "$.total"
    },
    "translationMapDefaults": {},
    "successTemplate": "{\n \"Agents in Idle\": ${Agents_in_idle}\n}"
    }

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 14.  RE: Architect: agents availability in queue?

    Posted 11 days ago
    Fantastic! You are the best!
    Thanks
    Giuseppe

    ------------------------------
    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------



  • 15.  RE: Architect: agents availability in queue?

    GENESYS
    Posted 11 days ago
    You may want to consider alternative approaches to re-routing an the interaction to find extra people. From a platform perspective we support tiering in resource availability through skills based routing using ACD Routing / Best Skills matching as a combination.

    If you are using Gamification, Performance Management and or WFM you could be introducing reporting challenges through moving the original intent of the interaction from its logical queue to another queue.

    In real terms its better to bring the resources to the interaction instead of moving the interaction to alternate locations.

    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management
    ------------------------------



  • 16.  RE: Architect: agents availability in queue?

    GENESYS
    Posted 11 days ago
    Thanks, Cam!  Those thoughts were bouncing around in my head, but you put it all together perfectly

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 17.  RE: Architect: agents availability in queue?

    Posted 11 days ago
    You could also use Bulls eye routing, but that brings it's own issues RE' WFM

    One idea to improve the customer journey could be to check EWT and/or agents in idle and offer a call back from the same queue ?

    ------------------------------
    Philip Thys
    British Telecommunications PLC
    ------------------------------



  • 18.  RE: Architect: agents availability in queue?

    GENESYS
    Posted 11 days ago
    Re: Bullseye.

    If its changing the destination based on the rings then its effectively the same problem as transferring it elsewhere.
    Some options to consider to handle higher then expected volume are.

    • Callbacks as suggested by Philip
    • Tiered Skill Proficiency with a combination of ACD Routing and Best Skills matching
      • There is a new feature coming called conditional routing, which will allow for time based tiering if that's also important. 
    From a product standpoint, if you are embracing fully what Genesys Cloud has especially the Genesys Cloud 3 tier with the Workforce Engagement capabilities you will have a better outcome in approaching the likes of queues and skill allocation to employees as Roles and Knowledge.

    This means that logic to handle routing situations that arrive can be designed in Architect. Including A/B flows based on underlying performance conditions.

    ------------------------------
    Cameron Smith
    VP, Product Management - Workforce Engagement Management
    ------------------------------