Genesys Cloud (formerly PureCloud)

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How do you determine if there are any agents on-queue in call flow

  • 1.  How do you determine if there are any agents on-queue in call flow

    GCAP Member
    Posted 06-26-2017 22:06

    Is there any way to determine if there are any agents "on queue" in a particular queue while in a call flow? The goal being to divert the call to a different path if there is no one there to potentially take the call. "On queue" and available would be nice too.



  • 2.  RE: How do you determine if there are any agents on-queue in call flow

    GENESYS
    Posted 06-27-2017 19:35


  • 3.  RE: How do you determine if there are any agents on-queue in call flow

    GCAP Member
    Posted 01-07-2021 11:29
    It appears this link is no longer valid.

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    Christopher Kaldenberg
    EMS, Inc.
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  • 4.  RE: How do you determine if there are any agents on-queue in call flow

    Top 25 Contributor
    Posted 01-07-2021 15:15
    Hi Patrick

    What I and probably most others do is call a Data Action that queries the queue for various metrics.  In my case I query to get the total of Idle OR Interacting agents and if that total is 0 we're triggering emergency/evacuation treatment.  There's a few discussions on the Developer site about it and you can find a JSON file to download which should get you started.  One point if you're not already aware, you need to pass the Queue ID to the Data Action so you'll need to either have that hardcoded in your flow, stored in a Data Table for lookup, or call another Data Action to get ID first.




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    Vaun McCarthy
    NTT New Zealand Limited
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  • 5.  RE: How do you determine if there are any agents on-queue in call flow

    GCAP Member
    Posted 06-27-2017 20:41

    No bridge server. This same data is available in the IVR of other Genesys products w/o having to write custom code.



  • 6.  RE: How do you determine if there are any agents on-queue in call flow

    GENESYS
    Posted 06-27-2017 21:22

    Correct. The feature has not yet been added to PureCloud. It is a separate (much younger) platform, and thus does not have all the same features as the older, established platforms.

     

    Please emphasize (through Support) that this is a vital feature which you need, to make sure Product Management gives the development proper emphasis.