Genesys Cloud - Main

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

Hi Rechelle,

You can use the following API
/api/v2/routing/queues/{queueId}/members

You need to set your api using the routing states you need as output based on your scenario.

------------------------------
Siddhartha Chopdar

Original Message:
Sent: 10-29-2024 22:20
From: Rechelle McConnell
Subject: Configure API for Onqueue and OffQueue

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

#API/Integrations
#ArchitectureandDesign

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------

Hi Siddhartha,

Thank you so much for your quick response... For some reason I got an error here:

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK

Original Message:
Sent: 10-30-2024 06:50
From: Siddhartha Chopdar
Subject: Configure API for Onqueue and OffQueue

Hi Rechelle,

You can use the following API
/api/v2/routing/queues/{queueId}/members

You need to set your api using the routing states you need as output based on your scenario.

------------------------------
Siddhartha Chopdar

Original Message:
Sent: 10-29-2024 22:20
From: Rechelle McConnell
Subject: Configure API for Onqueue and OffQueue

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

#API/Integrations
#ArchitectureandDesign

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------

@Rechelle McConnell, 

Did you try the Data Action I shared in my previous post (rename txt to json and import it)? 

Hi Siddhartha,

Thank you so much for your quick response... For some reason I got an error here:

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK

Original Message:
Sent: 10-30-2024 06:50
From: Siddhartha Chopdar
Subject: Configure API for Onqueue and OffQueue

Hi Rechelle,

You can use the following API
/api/v2/routing/queues/{queueId}/members

You need to set your api using the routing states you need as output based on your scenario.

------------------------------
Siddhartha Chopdar

Original Message:
Sent: 10-29-2024 22:20
From: Rechelle McConnell
Subject: Configure API for Onqueue and OffQueue

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

#API/Integrations
#ArchitectureandDesign

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------

I did. I opened it in Note++ and saved as JSON. Imported to Data Action and put the queue ID then I ran the test.

@Rechelle McConnell, 

Did you try the Data Action I shared in my previous post (rename txt to json and import it)? 

Hi Siddhartha,

Thank you so much for your quick response... For some reason I got an error here:

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK

Original Message:
Sent: 10-30-2024 06:50
From: Siddhartha Chopdar
Subject: Configure API for Onqueue and OffQueue

Hi Rechelle,

You can use the following API
/api/v2/routing/queues/{queueId}/members

You need to set your api using the routing states you need as output based on your scenario.

------------------------------
Siddhartha Chopdar

Original Message:
Sent: 10-29-2024 22:20
From: Rechelle McConnell
Subject: Configure API for Onqueue and OffQueue

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

#API/Integrations
#ArchitectureandDesign

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------

Please see the instructions in my note. You need to execute API https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-presence-definitions 

and then replace UUID values for Available and On Queue based on the output from this API (I bolded below what needs to be replaced):  

      "translationMap": {
        "available": "$..data[?(@.metric=='oOffQueueUsers' && @.qualifier=='AVAILABLE_UUID')].stats.count",
        "idle": "$..data[?(@.metric=='oOnQueueUsers' && @.qualifier=='IDLE')].stats.count",
        "onqueue": "$..data[?(@.metric=='oUserPresences' && @.qualifier=='ON_QUEUE_UUID')].stats.count",
        "interacting": "$..data[?(@.metric=='oOnQueueUsers' && @.qualifier=='INTERACTING')].stats.count"
      },

I did. I opened it in Note++ and saved as JSON. Imported to Data Action and put the queue ID then I ran the test.

@Rechelle McConnell, 

Did you try the Data Action I shared in my previous post (rename txt to json and import it)? 

Hi Siddhartha,

Thank you so much for your quick response... For some reason I got an error here:

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK

Original Message:
Sent: 10-30-2024 06:50
From: Siddhartha Chopdar
Subject: Configure API for Onqueue and OffQueue

Hi Rechelle,

You can use the following API
/api/v2/routing/queues/{queueId}/members

You need to set your api using the routing states you need as output based on your scenario.

------------------------------
Siddhartha Chopdar

Original Message:
Sent: 10-29-2024 22:20
From: Rechelle McConnell
Subject: Configure API for Onqueue and OffQueue

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

#API/Integrations
#ArchitectureandDesign

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------

Hi,

I clicked the link and executed it in the developer tools and I got the Response and I am seeing all our statuses.

In The data action I changed the value of the GUID (queue ID) I was thinking this is what you meant. but I got an error.. So I went back to the developer tool to get the ID for the correct status and still got an error. 

Sorry, maybe I did it wrong.

Please see the instructions in my note. You need to execute API https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-presence-definitions 

and then replace UUID values for Available and On Queue based on the output from this API (I bolded below what needs to be replaced):  

      "translationMap": {
        "available": "$..data[?(@.metric=='oOffQueueUsers' && @.qualifier=='AVAILABLE_UUID')].stats.count",
        "idle": "$..data[?(@.metric=='oOnQueueUsers' && @.qualifier=='IDLE')].stats.count",
        "onqueue": "$..data[?(@.metric=='oUserPresences' && @.qualifier=='ON_QUEUE_UUID')].stats.count",
        "interacting": "$..data[?(@.metric=='oOnQueueUsers' && @.qualifier=='INTERACTING')].stats.count"
      },

I did. I opened it in Note++ and saved as JSON. Imported to Data Action and put the queue ID then I ran the test.

@Rechelle McConnell, 

Did you try the Data Action I shared in my previous post (rename txt to json and import it)? 

Hi Siddhartha,

Thank you so much for your quick response... For some reason I got an error here:

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK

Original Message:
Sent: 10-30-2024 06:50
From: Siddhartha Chopdar
Subject: Configure API for Onqueue and OffQueue

Hi Rechelle,

You can use the following API
/api/v2/routing/queues/{queueId}/members

You need to set your api using the routing states you need as output based on your scenario.

------------------------------
Siddhartha Chopdar

Original Message:
Sent: 10-29-2024 22:20
From: Rechelle McConnell
Subject: Configure API for Onqueue and OffQueue

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

#API/Integrations
#ArchitectureandDesign

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

Hi @Rechelle McConnell,

Try the attached Data Action. I had it saved it as .txt as I was having trouble uploading JSON file. Please rename it to JSON, and it is ready for import. 

In translationMaps, please fill out the uuid for Available and On Queue presence.  You can get them via API https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-presence-definitions

Thanks,

------------------------------
Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/

Original Message:
Sent: 10-29-2024 22:20
From: Rechelle McConnell
Subject: Configure API for Onqueue and OffQueue

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

#API/Integrations
#ArchitectureandDesign

------------------------------
Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
------------------------------

Hi Tatjana,

Thanks for the data action. I seeing some difference when I compare the data action to the queue activity


Please help. THanks

Hi @Rechelle McConnell,

Try the attached Data Action. I had it saved it as .txt as I was having trouble uploading JSON file. Please rename it to JSON, and it is ready for import. 

In translationMaps, please fill out the uuid for Available and On Queue presence.  You can get them via API https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-presence-definitions

Thanks,

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you

Did you copy the correct uuid for Available presence? 

Thanks,

Hi Tatjana,

Thanks for the data action. I seeing some difference when I compare the data action to the queue activity


Please help. THanks

Hi @Rechelle McConnell,

Try the attached Data Action. I had it saved it as .txt as I was having trouble uploading JSON file. Please rename it to JSON, and it is ready for import. 

In translationMaps, please fill out the uuid for Available and On Queue presence.  You can get them via API https://developer.genesys.cloud/devapps/api-explorer-standalone#get-api-v2-presence-definitions

Thanks,

Hi All, 

Please kindly help me to configure API for Agent's status. 


Scenario 1:
During Open Hour Schedule - If Agents are Not Available ( On-queue but interacting or busy) send to ACD with in-queue flow

Scenario 2:
During Open Hour Schedule - If Agents are Not Available  (Offline) send to a different queue

Will we be able to get counts the status of Offline/Off-Queue? 

Thank you