Elia_Diez | 2020-01-21 12:23:17 UTC | #1
Hello,
Is there an API to know the number of agents in queue and the estimated time, to inform the customer while he is on the call waiting?
Regards,
Elia_Diez | 2020-01-21 15:32:09 UTC | #2
On incoming calls it is possible to indicate to the customer before the call enters a queue, whether there is a wait or no wait.
Jason_Mathison | 2020-01-21 15:36:51 UTC | #3
You can see the API for this by going to the API Explorer https://developer.mypurecloud.com/developer-tools/#/api-explorer
Type in "estimate" in the top left search box, at which point you can drill down and see the APIs we have for estimated wait time.
Elia_Diez | 2020-01-21 15:51:01 UTC | #4
Jason_Mathison, post:3, topic:6928
estimate
And to know which agents are available in queue in the incoming call flow, an api?
Jason_Mathison | 2020-01-21 16:01:20 UTC | #5
I don't know a reasonable way to find out which agents are available. You might be able to get this with some sort of analytics query, but I have minimal experience in how to build analytics queries.
tim.smith | 2020-01-21 17:30:13 UTC | #6
There's not an API resource that provides actual ACD availability information. The closest and most straightforward way to determine that is to retrieve the routing status for the queue members and check to see if they're idle.
Elia_Diez | 2020-01-22 10:46:29 UTC | #7
Hi, Tim,
Could you inform me which API can be used?
Regards,
Nathan_Tossens | 2020-01-22 10:56:40 UTC | #8
Hi Elia,
I did something similar.
You could use : /api/v2/routing/queues/{queueId}/users
and then expand the routingStatus and presence : GET
/api/v2/routing/queues/{queueId}/users?expand=routingStatus%2Cpresence As a response you will get all the members for that queue and their routing status and presence.
I hope it helps :)
Kind regards,
NT.
system | 2020-02-22 10:56:40 UTC | #9
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This post was migrated from the old Developer Forum.
ref: 6928