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Web Chat Agent Availability Check

  • 1.  Web Chat Agent Availability Check

    Posted 07-09-2019 09:29
    Hi

    I've had a browse around but not seen anything on this topic. What id like to have is the ability to remove the web chat option off a website if not Agents are logged into the queue.

    not sure if this is possible or if anyone has a workaround to do this?
    #ArchitectureandDesign
    #DigitalChannels
    #Handlers
    #Implementation
    #Integrations
    #Omni-ChannelDesktop/UserInterface
    #Outbound
    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Routing(ACD/IVR)
    #Security
    #Self-Service
    #SIP/VolP
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    #Telephony
    #Unsure/Other
    #PureCloud QA Episode

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    Vick
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  • 2.  RE: Web Chat Agent Availability Check

    GENESYS
    Posted 07-09-2019 09:35
    You would have to build all the code into your web site to query the PureCloud API to see if agents are logged into queue, and build it to check every time the page loads or refreshes plus every 5 minutes or whatever interval you decide, then show or hide the link for chat...

    You would probably be better off posting questions in the developer forum at https://developer.mypurecloud.com, since that is where the API developers hang out.

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Web Chat Agent Availability Check

    Posted 07-16-2019 19:55
    This is one of the reasons why we created a chat widget package that includes this functionality. Amongst others like: easily embed on any website (compatible with Google Tag Manager, Opening/Closing Hours, customized waiting in queue messages and a fully customizable widget all through configuration.

    In essence, you would need to create some custom logic through the API if you just want to add this.

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    At 3Fiftynine impossible is just a challenge

    We provide kick-ass products on top of Genesys platforms
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  • 4.  RE: Web Chat Agent Availability Check

    Posted 07-17-2019 15:58
    We had a similar question for call que's.  In the developer forum, one of the developers responded.  Here's a link in the developer forum topic:
    https://developer.mypurecloud.com/forum/t/acd-queue-routing-based-on-if-queue-has-agents-logged-in/2499/3

    It would be awesome if this was something that you could do within architect, to check if agents are in a queue and/or available agents in a queue.  You could then build a switch to use this functionality to determine where to route the interaction at that point.

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    Brandon Wilch
    Indiana University Health
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  • 5.  RE: Web Chat Agent Availability Check

    GENESYS
    Posted 07-17-2019 16:18
    Vote for it: https://purecloud.ideas.aha.io/ideas/CLSELF-I-33

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    Melissa Bailey
    Genesys - Employees
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