Genesys Cloud - Main

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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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
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@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
 ​

------------------------------
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
------------------------------

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
------------------------------

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
 ​

------------------------------
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.
​

------------------------------
Tomas Vadinsky, Cigna New Zealand

Yes, I was able to create a data action which gave us the total number of agents logged into the queue with specific skill(s).

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------

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
 ​

------------------------------
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.
​

------------------------------
Tomas Vadinsky, Cigna New Zealand

Cool! Care to share the code?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-16-2019 16:36
From: Tomas Vadinsky
Subject: Availability checking for a specific ACD Skill

Yes, I was able to create a data action which gave us the total number of agents logged into the queue with specific skill(s).

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------


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
 ​

------------------------------
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.
​

------------------------------
Tomas Vadinsky, Cigna New Zealand

We had implemented and tested that, but decided not to go with this approach, so I don't have the data action anymore.
However, the following API call is the one which I used:

/api/v2/routing/queues/{your queue}/users?skills={your skill}&presence=available

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------

Original Message:
Sent: 09-16-2019 16:51
From: George Ganahl
Subject: Availability checking for a specific ACD Skill

Cool! Care to share the code?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------


Original Message:
Sent: 09-16-2019 16:36
From: Tomas Vadinsky
Subject: Availability checking for a specific ACD Skill

Yes, I was able to create a data action which gave us the total number of agents logged into the queue with specific skill(s).

------------------------------
Tomas Vadinsky, Cigna New Zealand


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
 ​

------------------------------
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.
​

------------------------------
Tomas Vadinsky, Cigna New Zealand

Got it. So, rather than looking at users who have the skill and then checking their routing status or presence, you just queried to see if there are any users with the skill logged in and Available for a specific queue.

I like it.

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 09-16-2019 17:54
From: Tomas Vadinsky
Subject: Availability checking for a specific ACD Skill

We had implemented and tested that, but decided not to go with this approach, so I don't have the data action anymore.
However, the following API call is the one which I used:

/api/v2/routing/queues/{your queue}/users?skills={your skill}&presence=available

------------------------------
Tomas Vadinsky, Cigna New Zealand
------------------------------


Original Message:
Sent: 09-16-2019 16:51
From: George Ganahl
Subject: Availability checking for a specific ACD Skill

Cool! Care to share the code?

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys


Original Message:
Sent: 09-16-2019 16:36
From: Tomas Vadinsky
Subject: Availability checking for a specific ACD Skill

Yes, I was able to create a data action which gave us the total number of agents logged into the queue with specific skill(s).

------------------------------
Tomas Vadinsky, Cigna New Zealand


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
 ​

------------------------------
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.
​

------------------------------
Tomas Vadinsky, Cigna New Zealand