Genesys Cloud (formerly PureCloud)

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In-Queue Agent Count

  • 1.  In-Queue Agent Count

    Posted 04-18-2018 11:16
    I want to know how to tell in Architect whether there are any active agents.
    I do not care if they are on the phone, just if they could potentially answer a call.

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    Jeff Buzhardt
    MicroAutomation, Inc.
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  • 2.  RE: In-Queue Agent Count

    GCAP Member
    Posted 04-19-2018 14:30
    While that feature would be incredibly useful, it doesn't exist. At least, not yet.

    Someone please tell me I'm wrong. Been wanting to find that feature for the last year.

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    Patrick Rada
    Keypath Education LLC
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  • 3.  RE: In-Queue Agent Count

    GENESYS
    Posted 04-19-2018 15:08
    We are also very keen to get this feature underway. We want to start development on this in H2 and are just waiting to release some higher priority features first then we will be able to work on this.

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    Rebecca Owens
    PureCloud Self-Service Product Manager
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  • 4.  RE: In-Queue Agent Count

    GCAP Member
    Posted 10-10-2019 13:25
    Any luck on this? This is something that would help route calls intelligently and give the best customer experience!

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    Rich Calligan
    Hearing Help Express, Inc.
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  • 5.  RE: In-Queue Agent Count

    Posted 04-26-2018 18:59
    Hi Jeff,

    This API may help /api/v2/analytics/queues/observations/query, if you build a custom data action using this API, it can return "oOnQueueUsers", "oInteracting" etc. ie: number of agents logged in, interacting etc. We were able to plug this into the Architect and check the number of agents on queue. More details here https://developer.mypurecloud.com/api/rest/v2/analytics/.

    Regards,
    Kevin

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    Kevin Qi
    CVT (Global) Pty Ltd
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    Kevin Qi
    CVT (Global) Pty Ltd
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  • 6.  RE: In-Queue Agent Count

    Posted 05-22-2019 16:33
    Could you explain to me how did you create the custom data action using that API.

    Appreciate your help @Kevin Qi
    ​​

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    Charaf Eddine Chemlal
    Dimension Data France
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  • 7.  RE: In-Queue Agent Count

    Posted 05-22-2019 18:50
    Hello @Charaf Eddine Chemlal,

    We created a custom PC data action and use it in the call call flow, an example below:

    {
    "requestUrlTemplate": "/api/v2/analytics/queues/observations/query",
    "requestType": "POST",
    "headers": {
    "UserAgent": "PureCloudIntegrations/1.0",
    "content-type": "application/json"
    },
    "requestTemplate": "{\n \"filter\": {\n \"type\": \"or\",\n \"clauses\": [\n {\n \"type\": \"or\",\n \"predicates\": [\n {\n \"type\": \"dimension\",\n \"dimension\": \"queueId\",\n \"operator\": \"matches\",\n \"value\": \"xxxxxxx5f8-e715-45f1-91d7-11xxxxxxxxx\"\n }\n ]\n }\n ]\n },\n \"metrics\": [\n \"oOnQueueUsers\"\n ]\n}"
    }​


    {
    "translationMap": {
    "oOnQueueUsers": "$.results[0].data[0].stats.count"
    },
    "translationMapDefaults": {},
    "successTemplate": "{\"oOnQueueUsers\":${oOnQueueUsers}}"
    }

    Hope this helps.

    Regards,
    Kevin

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    Kevin Qi
    CVT (Global) Pty Ltd
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  • 8.  RE: In-Queue Agent Count

    Posted 07-29-2020 12:59
    Edited by Pooja Kumari 07-29-2020 13:10
    Hi Kevin,


    Can i get response and request contract for  "/api/v2/analytics/queues/observations/query",
    I tried this i am getting error


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    Pooja Kumari
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