I haven't explored the field names you would need to use (routingskills needed and queueId, or something similar) but you would have to run a query similar to the one described for finding a user by phone number:
https://developer.mypurecloud.com/forum/t/data-action-to-search-purecloud-user-by-phone-number/6015(as per the answer Becky gave you on the Developer Forum, Charaf).
You would then also need to query to see if any of those agents is logged in/available...that would be more tricky. You might post a follow-up question in the developer forum to get an idea on how to put it all together in a PureCloud Data Action.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 09-16-2019 02:58
From: Gomathi Vasagam
Subject: Availability checking for a specific ACD Skill
@Tomas Vadinsky Where you able to create a data action to query the queue for available agents with particular routing skill? I had attempted a similar data action earlier and I was told this is not an available feature. Was asked to submit a new idea.
https://developer.mypurecloud.com/forum/t/query-queues-by-requestedroutingskillid/3616
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Gomathi Vasagam
Original Message:
Sent: 09-15-2019 21:15
From: Tomas Vadinsky
Subject: Availability checking for a specific ACD Skill
A way would be to create an Action to get the number of available agents with that skill and call the action from within your call flow. Then you would route the call to Queue A or B based on the result from the action.
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Tomas Vadinsky, Cigna New Zealand
Original Message:
Sent: 09-13-2019 14:02
From: Charaf Eddine Chemlal
Subject: Availability checking for a specific ACD Skill
Hello,
Would it be possible to check a Queue user's availability for some specific Skill ?
For example : Queue A : if agents speaking Italian are not available, then we overflow to another Queue B.
Best regards,
#Routing(ACD/IVR)
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Charaf Eddine Chemlal
Dimension Data France
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