Genesys Cloud - Main

Instead of checking the number of agents on-queue, I would suggest instead to check Estimated Wait Time instead and if EWT is above a specific threshold of time then you could offer your transfer options.  On an in-queue callflow EWT should be available as Call.EstimatedWaitTime, so it should be an easy check.

Hi Catherine,

Yes you can get the desired output. You need to create a new call data action using the below api.

/api/v2/routing/queues/XXXXXXXXXXXXXXXXXXX/members?languages=YYYYYY&routingStatus=IDLE

Where XXXXXXXX is the queueId and YYYYY is the language you want to check for. 

By selecting the routing status as IDLE you will get the OnQueue agents, then you can use a decision block if agents count>0 then do this or do that.

Let me know if I was not clear or if you need more help on this.

Thanks

Apologies for the delay in answering this. This would work yes. in the decision block, I am not sure what to put in as Task. do I enter something like sum (Task.AgentsonQueue)<0?

Hi Catherine,

Yes you can get the desired output. You need to create a new call data action using the below api.

/api/v2/routing/queues/XXXXXXXXXXXXXXXXXXX/members?languages=YYYYYY&routingStatus=IDLE

Where XXXXXXXX is the queueId and YYYYY is the language you want to check for. 

By selecting the routing status as IDLE you will get the OnQueue agents, then you can use a decision block if agents count>0 then do this or do that.

Let me know if I was not clear or if you need more help on this.

Thanks

If you are setting the output in your data action name as Task.AgentsonQueue then you can set it in the decision Task.OnQueueAgentCount>0 if Yes do this if no do that.

Apologies for the delay in answering this. This would work yes. in the decision block, I am not sure what to put in as Task. do I enter something like sum (Task.AgentsonQueue)<0?

Hi Catherine,

Yes you can get the desired output. You need to create a new call data action using the below api.

/api/v2/routing/queues/XXXXXXXXXXXXXXXXXXX/members?languages=YYYYYY&routingStatus=IDLE

Where XXXXXXXX is the queueId and YYYYY is the language you want to check for. 

By selecting the routing status as IDLE you will get the OnQueue agents, then you can use a decision block if agents count>0 then do this or do that.

Let me know if I was not clear or if you need more help on this.

Thanks

Hi Catherine,

Yes you can get the desired output. You need to create a new call data action using the below api.

/api/v2/routing/queues/XXXXXXXXXXXXXXXXXXX/members?languages=YYYYYY&routingStatus=IDLE

Where XXXXXXXX is the queueId and YYYYY is the language you want to check for. 

By selecting the routing status as IDLE you will get the OnQueue agents, then you can use a decision block if agents count>0 then do this or do that.

Let me know if I was not clear or if you need more help on this.

Thanks