Here is a thread that talks about something similar:
https://community.genesys.com/digestviewer29/viewthread?MessageKey=24038465-a0ec-47e5-8d92-84e15ec6a317&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bm24038465-a0ec-47e5-8d92-84e15ec6a317Basically, your Architect task would need to use an action named Call Data Action to call a Custom Action (configured in Admin>Integrations>Actions) that will look up the specific agent's availability using the PureCloud Data Actions integration. It is more specific than the scenario in the other thread, since you are looking to see if a specific user is on queue, but should not be too difficult (I have not tried setting it up to know for sure).
It requires some knowledge of JSON to get it all set up.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 08-22-2019 19:34
From: George Ganahl
Subject: Dynamic Routing/Architect Prompts Based on Queue Activity
Hi, Katie,
There have been a few threads on Community within the past three months or so talking about using a PureCloud Data Actions action plus Data Tables to do something similar to what you are describing. I don't have time to lay it all out today, but perhaps I will have time tomorrow. If someone else doesn't jump in first.
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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
Original Message:
Sent: 08-22-2019 19:17
From: Katie Brassell
Subject: Dynamic Routing/Architect Prompts Based on Queue Activity
Hi guys,
We are looking into whether it is an option to dynamically change Architect prompts based on queue activity.
The context is having only one operator who speaks a certain language - we want to open a queue in that language, but it will only be available when that operator is and I'm unsure how to work around breaks/training slots/meetings etc without manually setting altered call routing during those slots.
It looks from this post in the developer forum (ACD queue routing based on if queue has agents logged in) and this post on the community (https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MID=3039&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer#bmbff60161-bffa-4846-855d-6c78786be13a) that this has not been possible in previous years.
Are there any updates on whether this functionality is in a future roadmap, or does anyone have any workarounds they are using in similar situations?
Thanks.
#Routing(ACD/IVR)
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Katie Brassell
Compassion Australia
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