Genesys Cloud - Main

Hi Everyone,

How can I determine if an agent in Queue1 is available to handle the current messaging interaction before transferring it to Queue1? I've used /api/v2/routing/queues/${input.Queue_Id}/members?expand=presence&routingStatus=idle to identify idle agents. However, this approach doesn't meet our requirements since an agent can handle two messaging interactions concurrently. Once an agent is engaged in the first interaction, they are no longer in an IDLE state. I would greatly appreciate any suggestions or ideas on how to check if an agent is available to take on this interaction

The reason I want to determine agent availability is to provide a better customer experience. If an agent is available, we would inform the customer that an agent is available and will respond to the chat shortly. Otherwise, we would send a hold or wait message to the customer

Thanks,

#ConversationalAI(Bots,AgentAssist,etc.)
#DigitalChannels
#Routing(ACD/IVR)

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Karthik Ageer
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Hi Karthik,

An interesting scenario.  Hopefully someone with a better understanding of the Routing APIs can help or you could ask in the Genesys Cloud Developer Forum

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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As you found, we can get status and presence, but the only way to get what you want would be to get all the users on queue and then iterate through them to get their utilization settings and subtract the conversations they are on - a real mess, but very doable in a Common Module you could plug into your flow.  

What you are looking for is this idea:  Add utilization to expand option within | Genesys Cloud Ideas Portal

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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