Genesys Cloud (formerly PureCloud)

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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?

    GCAP Member
    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?

    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 9 days ago
    Hi,

    Is this feature available now ?

    Thanks
    Shwetha

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    Shwetha Ravichandran
    Pulse Services Inc.
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  • 5.  RE: Architect: agents availability in queue?

    GENESYS
    Posted 9 days ago

    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



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    Melissa Bailey
    Genesys - Employees
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