Stephanie | 2018-02-12 15:36:10 UTC | #1
Hi all,
From the web, we are trying to identify if an agent is available before offering the customer the option of a webchat.
I know I can get agents “On Queue” status and their sub status (qualifiers) to see if they are interacting or idle, which is useful when utilization is set at 100% (agents can only handle on chat at a time).
curl -X POST -H "Content-Type: application/json" -H "Authorization: bearer <INSERT AUTH TOKEN>" -d '{ "filter": { "type": "or", "predicates": [ { "type": "dimension", "dimension": "queueId", "operator": "matches", "value": "6132d31c-df99-43f4-a061-9ad8add2b4a0" } ] }, "metrics": [ "oOnQueueUsers" ] }' "https://api.mypurecloud.com.au/api/v2/analytics/queues/observations/query"
This comes undone when the agents can handle 2 or more chats as this method only shows the number of agents in each qualifier.
I can not see a way to identify the utilization available to determine if PureCloud can immediately allocate a web chat to an agent through the API as a trigger to if we offer a web chat or not.
Has anyone found an effect way to get this agent availability information?
Thanks heaps
tim.smith | 2018-02-12 15:37:49 UTC | #2
Utilization details aren't exposed via the API. If you need to determine an agent's partial utilization, you'll have to retrieve their active conversations and calculate it based on that data.
system | 2018-03-15 15:38:00 UTC | #3
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