Karthik_Ageer | 2024-12-06 08:50:58 UTC | #1
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 any 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,
Greg_Boston | 2024-12-06 12:30:39 UTC | #2
@Karthik_Ageer this isn't really a direct answer to your question necessarily. But there are In queue flows now queue-call-flows/ for messaging. I think this would be a better experience for your customers, than trying to pre-determine if they are going to get their message(s) answered by the agent quickly or not, while in the initial inbound message flow.
system | 2025-01-06 12:31:03 UTC | #3
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