Shaheem | 2020-03-09 23:42:14 UTC | #1
Hi Team,
We had a question regarding "Agent Queue Membership". Maybe you can help go in the right direction.
We have several customer that has
We are trying to fetch the queue membership of each agent as soon as possible and do not want to expand to use the notification service at the moment as initial development.
We are using the following end point to get all queue membership
GET /api/v2/routing/queues/{queueId}/users
The end points works well and is able to get the data in about "just over a minute" with about "120+ calls" depending on the membership. Some of the customers have very frequent queue membership changes and require visibility as soon as possible which requires very frequent polling. As it can be seen, the more queues and agents they have the more the calls to get the memberships and the closer we will get to hitting the api limits (i.e. 300 requests/min) while it also increases the duration to poll the "Queue Membership" and processing them on the client side as required.
Overall it has a increasing delay and cost as the number of Queue and Agents increase. We are expecting some customers to exceed 3k plus agents and surely this will exceed the rate limit.
We have been trying to search for other end points that might give us the information more efficiently but was futile. Our Pure Cloud support has asked us to raise this in the "Developer forum" and "Ideas Portal" and see If we can request a development of a new end point that accepts multiple "QueueIds" rather then one at a time. This would be great as it will reduce the number of calls and also increase the speed of processing without adding more complexity to our solution.
I am not sure how to log into the Ideas Portal at the moment as well to raise a request. Some guidance would be helpful there as well.
Thanks. Looking forward to your reply.
Shaheem
tim.smith | 2020-03-10 13:23:26 UTC | #2
GET /api/v2/routing/queues/{queueId}/users is the best API to get queue membership. You need to use notifications to monitor user queue membership changes.
tim.smith | 2020-03-10 13:24:16 UTC | #3
Shaheem, post:1, topic:7304
I am not sure how to log into the Ideas Portal at the moment as well to raise a request. Some guidance would be helpful there as well.
Use the credentials you use to access Genesys Cloud Care. If you are unable to log in to the ideas portal, please open a case with Care.
Shaheem | 2020-03-10 21:48:54 UTC | #4
Thanks Tim for your quick response.
The proposed idea would increase the efficiency and speed of getting the queue membership without using the notifications service and there for without increasing the complexity of the client side solution.
I think having a bulk end point to get the queue membership information would be very helpful for everyone (clients and Genesys) in the long term as an additional option (bulk end point) especially for those who do not require real time updates but still want the updates to be fast and simple.
What do you think? Wouldn't it be a good idea to provide a bulk end point that reduces the complexity of the client side solution?
We will discuss this internally as well and see if we can raise this request on the ideas portal as well.
Thanks Shaheem
tim.smith | 2020-03-10 21:51:25 UTC | #5
Shaheem, post:4, topic:7304
Wouldn't it be a good idea
If you post it on the Ideas Portal and share your use case there, the community and product managers will decide. :)
Shaheem | 2020-03-10 22:08:20 UTC | #6
Thanks Tim for your help. It's very much appreciated 🙂👍
Take care. Shaheem
system | 2020-04-10 22:08:20 UTC | #7
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 7304