Courtney_Wallace | 2017-05-26 20:46:30 UTC | #1
I'm not sure this is the right forum, but I've looked around and can't find what I'm looking for. I'm working on creating an in-queue flow that will forward calls to a different number if the following two criteria are met:
- The estimated wait time is longer than a certain time (this part was easy)
- There are no agents logged in and available to answer the call.
I have not yet been able to figure out a "simple" way of checking the status of the agents in the queue, and I was hoping that someone else had encountered and solved the same issue. I look forward to hearing what y'all haveto say!
tim.smith | 2017-05-26 20:46:15 UTC | #2
Courtney_Wallace, post:1, topic:1348
There are no agents logged in and available to answer the call.
That information isn't available in Architect yet. You'll need to build a bridge server web service data dip integration to use POST /api/v2/analytics/queues/observations/query or other API resources to retrieve that information and return it to Architect.
Courtney_Wallace | 2017-05-26 20:47:20 UTC | #3
Thanks Tim - I was hoping you wouldn't say that, but it was my plan as a last resort. Thanks for the help!
tim.smith | 2017-05-26 20:51:15 UTC | #4
No problem. There are planned enhancements to provide more statistics in Architect, though the work isn't scheduled yet. It's being tracked as PURE-938. I've added your use case to the issue.
system | 2017-06-26 20:59:09 UTC | #5
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