Simon_McKenzie | 2023-10-15 09:03:30 UTC | #1
Is there a Query i can use in the APi Explorer to build a data action that looks up the queues an Agent is currently ACTIVATED in to check if they are active in a specific Queue name.? I wish to send a call to a preferred agent in 1 specific Queue. This all works fine until the agent is not activated in the correct Queue. Our agents often assist for the day in other teams queues so de-activate their normal queue and activate the queue of the team they are helping in. Checks Agents routing status data action simply returns a YES logic as long as they are activate in ANY queue . I could use a data action to get the list of Queues the agent is a member of.... /api/v2/users/{userId}/queues. but the next step i am unclear on.......does the "joined=true" parament mean the agent has "Activated" that queue ready to take calls??
Is there a better way of doing this?
Zino_Onokpise | 2023-10-17 21:18:02 UTC | #2
Hi Simon_Mckenzie,
I believe the joined=true parameter simply indicates what queues an agent is a member of and are active in. On the other hand joined=false indicates what queues an agent is a member of but is not active in
Simon_McKenzie | 2023-10-19 03:42:21 UTC | #3
i am having trouble getting my data action to retrieve then assemble the queue information in a way architect logic can use.
From the website https://developer.genesys.cloud/useragentman/users/#get-api-v2-routing-users--userId--utilization i am able to use the GET /api/v2/users/{userId}/queues to get a list of queues for a user.
GET /api/v2/users/3be90655-1653-4678-9604-81e71df53465/queues?pageSize=10&pageNumber=1
RESULTS:
{ "entities": [ { "id": "75d65996-bc86-46a8-9336-9a700ec4bfe1", "name": "Q-Overflow", "joined": true, "selfUri": "/api/v2/routing/queues/75d65996-bc86-46a8-9336-9a700ec4bfe1" }, { "id": "6eea6448-00ca-4434-946b-a941a5a8da17", "name": "Q-Existing", "joined": true, "selfUri": "/api/v2/routing/queues/6eea6448-00ca-4434-946b-a941a5a8da17" } ], "pageSize": 10, "pageNumber": 1, "total": 2, "firstUri": "/api/v2/users/3be90655-1653-4678-9604-81e71df53465/queues?pageSize=10&pageNumber=1", "lastUri": "/api/v2/users/3be90655-1653-4678-9604-81e71df53465/queues?pageSize=10&pageNumber=1", "selfUri": "/api/v2/users/3be90655-1653-4678-9604-81e71df53465/queues?pageSize=10&pageNumber=1", "pageCount": 1 }
The 2 bits of information i am trying to mine using this data action are:
(1) Is the agent a member of Q-Existing (specifically) and (2) is "joined": true for Q-Existing
MY DATA ACTION
Request URL Template = /api/v2/users/${input.User_ID}/queues?pagesize=10&pageNumber=1&joined=true
RESPONSE =
{ "translationMap": { "Queue": "$.entities[].id", "joined": "$.entities[].joined" }, "translationMapDefaults": { "Queue": "[\"\"]", "joined": "[\"\"]" }, "successTemplate": "{\n \"Queue\": ${Queue},\n \n\"joined\": ${joined}\n}" }
QUIESTIONS: (1) How can i use a boolean output "tick" for joined true/false in an architect decision? (2) Can a data action translate a YES/NO boolean result into the words TRUE/FALSE as a String? (3) Can we filter for just Queue ID 6eea6448-00ca-4434-946b-a941a5a8da17 and only retrieve those results (to narrow down the list)? (4) Can we go a step further and filter for the Queue ID 6eea6448-00ca-4434-946b-a941a5a8da17 AND if Joined = TRUE?
Any feedback welcome
system | 2023-11-19 03:41:19 UTC | #4
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