Genesys Cloud - Main

Problem: calls sometimes are placed into a queue with no logged in agents.

What's needed: a simple way to track all the queues and raise an alarm when this happens. I would like to do it without a changing the current flows.

1. Is there a simple way to create some sort of trigger that would raise alarm if a call is queued in in a queue with no one logged in? 

2. I can imagine doing it using API where I would track each call and check for agents assigned to the queues it is queued in. Or perhaps I would query all the queues (2000+) every minute to see if there is a call and none of the agents are logged in, but this would require some standalone code. Is there something simpler that can be done within Genesys. 

I was hoping maybe to do something with triggers, but the only topic I can see is v2.routing.queues.{id}.users to track number of users, but then I would need to subscribe to all the queues...  Is there a way to automate this? For example, subscribe to all the queues and then raise alarm when a call arrives to a queue without any members?

#Implementation
#System/PlatformAdministration

#Implementation
#System/PlatformAdministration
#Telephony

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Amit Abdul
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Good Day Amit

I found this in the community - https://community.genesys.com/discussion/raise-an-alarm-if-call-is-queued-in-a-queue-with-no-agents where there is mention of an Idea logged for this - https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1717

Perhaps you can look at the Alerts in the UI and see if there is not something that can perhaps get you close to what is required.

Regards

Stephan

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Stephan Taljaard
NA
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I use a data action to look for number of agents idle with skill X just for logging but I am sure you could do a similar thing for idle on queue X 

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Andy Jackson
Senior Unified Communications Engineer
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Without editing the flows you are a little limited. If you use AWS EventBridge you could use the EventBridge integration - an event can be triggered for each interaction, which could then run a Lambda function and see if there are agents on the queue. 

If you don't do this, the "easiest" way to do it is to edit your flows and add logic in there (either just before routing to ACD or in-queue flow) - although depends on your situation, if you have hundreds of flows that may need to be touched etc.

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James Dunn
Telecoms Specialist
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Had same challenge for a customer.

Ended up with a data action in the in-queue periodically checking the queue observation api to collect total onQueue and OffQueue (Any state) counts into an array output and checked in flow for Count() on the array being 0, meaning no one logged in (a member regardless of off queue reason)

Not exactly what you refer to, an alert, but this allowed the call to be moved to another queue after a period in the low volume queue.

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Simon Brown
Maintel Europe Limited
Senior Applications Consultant
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Hi @Amit Abdul

You can use a few things... such as:
Alert rules, doc: https://help.mypurecloud.com/articles/alerts/

It's also possible to use the GetQueueEstimatedWaitTime function in the architect and, based on the return, you'll know if someone is in the queue or not. From there, make the decision/action you deem best.

I hope this helps!

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Danniel Cioti
PS
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