Genesys Cloud - Main

According to the resource center being on Queue indicates that the user is logged in and ready to accept routed (ACD) interactions. In other words they agent is in line waiting and is available to answer any incoming call.

Presently we have a situation where only one agent was involved in a voice  interaction, then another call came in. The system notified the caller that there was an agent available. But the call could not be transferred to anyone because the only agent present was on another call . Unfortunately the system kept on saying available agent to the caller. The call remained in interact stage and was never converted into the Alert stage. Looking at  the logs, the call flow shows that because there was one ongoing interaction, the system interpreted the situation to mean there was an available agent.

Is it possible to configure the system in such a manner in which it interprets available agents and agents on queue to be agents who can answer incoming calls, and not the number of agents involved in an ongoing interaction, because that contradicts the word to be on queue, as well as the word  available?
Regards
Samuel

#Routing(ACD/IVR)

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Samuel Effange
Nissan North America, Inc.
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Actually, making an API call that validates the amount of "On Queue" agent will return the amount of agents that are in the "On Queue" status, but will not discriminate if the agent is actually available to receive an interaction, or interacting on an ACD interaction...

The requirement there is to filter by routingStatus = Idle, which will validate that there are idle (available) agents in the queue.
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Eric Dauphinais
Solution Architect
Quovim C3
edauphinais@quovimc3.com
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