Andrew_Richardson | 2020-09-08 20:55:36 UTC | #1
Hey team,
In Architect is it possible to detect if there are no agents on queue and from there, send the caller to voicemail (or something similar)?
I have done a bit of research on this one but so far have come up empty.
Cheers
Jerome.Saint-Marc | 2020-09-09 09:41:33 UTC | #2
Hello,
If you are trying to get the numbers of active agents registered in the queue from Architect (I mean agents in On Queue status and assigned to a particular queue), you will have to define and invoke a Genesys Cloud Data Action from your flow.
The Genesys Cloud Data Action (to be defined/configured) could invoke the Query for Queue Observations, use a dimension filter with the queueId of the Queue you want to check, and request the oOnQueueUsers metric.
Some additional info on the Queue Observations Query here. And a tutorial showing how to leverage it in a nodejs or python script here. The tutorial is not about defining a corresponding Data Action, but it may help understand how the request is shaped and how is the result can be processed.
Regards,
Jason_Mathison | 2020-09-09 12:20:29 UTC | #3
Also, please vote for this idea and make sure that it handles your use case: https://genesyscloud.ideas.aha.io/ideas/CLSELF-I-33
system | 2020-10-10 12:20:32 UTC | #4
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