SAMY | 2022-10-21 09:51:44 UTC | #1
Hello,
We want to get the number of IDLE Agents of a queue but taking account the capacity of agents ( Utilization ) using Genesys Cloud API.
Have you an idea please ?
Exemple :
Queue1 has one agent with utilization capacity to 3.
Agent is on interacting status with one interaction.
We want to get API result : 2 ( 2 = 3 -1 ) and not 0 ( Nb IDLE agent : 0 ).
Thank you for your help.
Best regards
jacobshaw | 2022-10-24 13:56:34 UTC | #2
Hi @SAMY First off, here's a past thread that addresses getting the number of Idle agents using a data action: https://developer.genesys.cloud/forum/t/count-the-number-of-idle-agents-by-using-a-data-action/8628
As for accounting for utilization capacity, it's unclear if this is possible based on these threads which nonetheless provide some helpful information: https://developer.genesys.cloud/forum/t/queue-capacity-for-a-particular-interaction-e-g-chat/10038 https://developer.genesys.cloud/forum/t/agent-metrics-for-chat-interaction/8255
However, there are API resources that give agent utilization settings which you may be able to leverage with a data action in conjunction with the GET /api/v2/routing/queues/{queueId}: GET /api/v2/routing/utilization GET /api/v2/routing/users/{userId}/utilization
system | 2022-11-24 13:56:37 UTC | #3
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