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Configure API for Onqueue and OffQueue

  • 1.  Configure API for Onqueue and OffQueue

    Posted 6 days ago

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


  • 2.  RE: Configure API for Onqueue and OffQueue

    Posted 5 days ago

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



  • 3.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago
    Edited by Rechelle McConnell 3 days ago

    Hi Siddhartha,

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



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



  • 4.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago

    @Rechelle McConnell

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



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

    www.startelecom.cloud

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



  • 5.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago

    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
    CHRISTIAN BROADCASTING NETWORK
    ------------------------------



  • 6.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago

    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"
          },



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

    www.startelecom.cloud

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



  • 7.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago

    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.



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



  • 8.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago

    Queue guid is an input parameter. 

    When you get all the Presence statuses via API copy and paste the value for the id for the Presence into  translationMap: 

    Here is the sample for Available:


    Do the same for On Queue and then run the API. 

    Hope this helps :-) 



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

    www.startelecom.cloud

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



  • 9.  RE: Configure API for Onqueue and OffQueue

    Posted 5 days ago
      |   view attached

    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-/
    ------------------------------



  • 10.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago

    Hi Tatjana,

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


    Please help. THanks



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



  • 11.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago

    Did you copy the correct uuid for Available presence? 

    Thanks,



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

    www.startelecom.cloud

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



  • 12.  RE: Configure API for Onqueue and OffQueue

    Posted 3 days ago

    Yes from the API definition.. 

    Looks like I got it! I'll test more on Monday! 
    Thank you so much!



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



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