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Manually assign waiting interactions to agents using APIs

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  • 1.  Manually assign waiting interactions to agents using APIs

    Posted 5 days ago
    Hi,
    In the recent September 16th release of purecloud, the new feature to manually assign stuck interactions to specific agents was enabled. I do see a api in Conversation to assign the interactions, but we would have to enable this feature on a queue before we try to pull the conversations. Which routing api should we use to do this?

    The following is the release notes for this feature:

    Manually assign waiting interactions to agents using APIs

    Developers can now manually assign waiting interactions to agents using the Routing and Conversation APIs. Interactions can remain stuck in a queue due to mismatched skills. This feature allows those interactions to be assigned to the appropriate agent. Enable a queue to support manual assignment using the Routing API and assign waiting interactions to an agent using the conversation ID. For more information, see Routing and Conversations in the Developer Center. 


    #Routing(ACD/IVR)

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    Mourya Yalamanchili

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  • 2.  RE: Manually assign waiting interactions to agents using APIs

    GENESYS
    Posted 5 days ago
    The API to use is:  POST /api/v2/conversations/{conversationId}/assign

    @Chris Bohlin has a document with some instructions that you may find helpful.

    Also, we are currently working on adding UI support for Supervisors in the Queue Activity View...

    DK


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    Darlene Oordt
    Sr. Director Product Management
    Genesys - Employees
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  • 3.  RE: Manually assign waiting interactions to agents using APIs

    GENESYS
    Posted 5 days ago
    Edited by Chris Bohlin 5 days ago
    Take a look at the attached document and let me know if it helps.  Feel free to reach out to me directly (chris.bohlin@genesys.com) for any other questions related to this feature you might have and I can email from there!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 4.  RE: Manually assign waiting interactions to agents using APIs
    Best Answer

    GENESYS
    Posted 5 days ago
      |   view attached
    Helps to attach it!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 5.  RE: Manually assign waiting interactions to agents using APIs

    Posted 5 days ago
    Thanks Chris. Worked like a gem. Appreciate for your quick turn around.​

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    Mourya Yalamanchili
    Anthem, Inc.
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  • 6.  RE: Manually assign waiting interactions to agents using APIs

    GENESYS
    Posted 5 days ago
    Glad to hear it!  I'm working to get this document published in the Dev center but just haven't gotten to it yet!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 7.  RE: Manually assign waiting interactions to agents using APIs

    Posted 5 days ago
    Thanks Darlene. I followed Chris's instructions and it worked. It would be great if we can have this as a toggle or something in the queue settings.

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    Mourya Yalamanchili
    Anthem, Inc.
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  • 8.  RE: Manually assign waiting interactions to agents using APIs

    Posted 4 days ago
    Darlene, any idea with the UI update will be avail for supervisors in the Queue Activity View...

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    Shalom Benzaquen
    Anthem, Inc.
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  • 9.  RE: Manually assign waiting interactions to agents using APIs

    GENESYS
    Posted 4 days ago

    It's in development now – Ill show a screenshot in the upcoming Customer Roadmap Webinar next week.   I'd anticipate we'll get to Beta this year and hopefully GA, but safely I'd say Q1 availability.






  • 10.  RE: Manually assign waiting interactions to agents using APIs

    Posted 4 days ago
    Excellent and thank you..  Please let us know, if need any beta users, we may be able to help..  Thanks

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    Shalom Benzaquen
    Anthem, Inc.
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  • 11.  RE: Manually assign waiting interactions to agents using APIs

    GENESYS
    Posted 4 days ago

    Sounds good!  Please watch the idea for updates:  ANA-I-140