Ueno | 2022-09-02 07:55:30 UTC | #1
I would like to get the number of available operators who can chat in the queue with the API below. I tried to get it by specifying the parameters listed at the bottom, but I can't extract it. "mediaType" doesn't seem to work and I'm not sure how the API works.
Is it possible to get a limited number of users who can chat using this API? Also, if it's not possible, please let me know the alternative API.
POST /api/v2/analytics/queues/observations/query
{ "filter": { "type": "and", "clauses": [ { "type": "and", "predicates": [ { "dimension": "queueId", "value": "XXXXX" }, { "dimension": "mediaType", "value": "chat" } ] } ] }, "metrics": [ "oOnQueueUsers" ], "detailMetrics": [ "oActiveUsers" ] }
tim.smith | 2022-09-19 16:46:58 UTC | #2
You should be able to get this information if you're using extremely basic routing. Meaning agents are only in a single queue and any agent in the queue can handle anything that comes in to it with no restrictions by skills or bullseye or anything. There's not a way to get a direct count of agents "available" for a subset of a queue. A better practice may be to use EWT https://developer.genesys.cloud/routing/routing/estimatedwaittime-v2
system | 2022-10-20 16:47:33 UTC | #3
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