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How can I get Number of user logged in the specific Queue

  • 1.  How can I get Number of user logged in the specific Queue

    Posted 01-19-2023 05:50
    Dear All,

    I am trying below Genesys Cloud API For Get available Presence Users.
    /api/v2/routing/queues/{queueId}/members?expand=presence&presence=Available

    But I want to get all logged In Users count in the specific Queue instead of Available Presence. Please Any one Assist me on this.


    Thanks & Regards
    Shenbagamoorthy B
    #ArchitectureandDesign
    #Integrations
    #Routing(ACD/IVR)
    #GenesysCloudCXQAEpisode

    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------


  • 2.  RE: How can I get Number of user logged in the specific Queue

    Top 25 Contributor
    Posted 01-19-2023 16:57
    I would suggest you look for users with any of these presence definitions:  IDLE, INTERACTING, NOT_RESPONDING, COMMUNICATING

    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: How can I get Number of user logged in the specific Queue

    Posted 01-19-2023 23:02
    Thanks for your Help. IDLE, INTERACTING, NOT_RESPONDING, COMMUNICATING are Routing Status. How can I get the other agents status like Away, Available, Break agents? I need single request to get all logged in Agents. Logged in means agents may be in Available, Break, Away, On-Queue, Off-Queue, INTERACTING and Communicating. 






    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 4.  RE: How can I get Number of user logged in the specific Queue

    GENESYS
    Posted 01-20-2023 04:46
    If you add the routing status of Off_Queue to Robert's list, does that give you what you need?




    ------------------------------
    David Farrell
    Genesys - Employees
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    Original Message


  • 5.  RE: How can I get Number of user logged in the specific Queue

    Posted 01-20-2023 07:59
    Thanks for the Reply David. Offline means Logged out agents correct?. I want with out Offline agents. I have one hint from your screen Shot, In the routingStatus and Presence we can add all needed states separate by comma.

    I can Try like below, can you check if I will getting correct output?



    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


  • 6.  RE: How can I get Number of user logged in the specific Queue
    Best Answer

    GENESYS
    Posted 01-20-2023 09:16
    I can't see all your values but I think I see what you're doing and that seems valid.  A more complete list of Presences here https://help.mypurecloud.com/articles/presence-status-and-activity-indicators/


    ------------------------------
    David Farrell
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: How can I get Number of user logged in the specific Queue

    Top 25 Contributor
    Posted 01-20-2023 09:59
    Try putting those in Routing status like this:  GET /api/v2/routing/queues/41d89dfa-d477-44ed-8996-73bf3eb56d1b/members?expand=null&routingStatus=IDLE,COMMUNICATING,NOT_RESPONDING,INTERACTING,OFF_QUEUE

    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 8.  RE: How can I get Number of user logged in the specific Queue

    GENESYS
    Posted 01-20-2023 11:19
    Shenbagamoorthy,

    Looking at your original post, I'm wondering if you really need a list of the users or just a count.  If you just need a count then the easiest approach would be to use the Analytics API to make a Queue Observations query: https://developer.genesys.cloud/analyticsdatamanagement/analytics/observation/queue-query.  This is the same query that our Performance dashboards are making to show the statistics about the queues.

    In fact, if you open the Performance dashboards and also open the Browser's Developer Tools and watch the network traffic you'll be able to see exactly how the dashboards are making those API requests and you can do the same.

    I hope that helps.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------

    Original Message


  • 9.  RE: How can I get Number of user logged in the specific Queue

    Posted 01-21-2023 17:50

    Not sure if you need this, but we do this but we count the agents with the specific skills since some of our queues have "all skills matching" set.  I'm attaching our data action.  In my use case, we do a count prior to sending the call to the queue.  If 0 agents, we send SMS alerts to the queue manager.  That way they can take immediate action.  In some cases we flow out to a different queue.

    Here is a snippet of the count we do to route in the flow.



    ------------------------------
    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
    ------------------------------

    Original Message


  • 10.  RE: How can I get Number of user logged in the specific Queue

    Posted 01-21-2023 17:53
      |   view attached
    Forgot to upload the data action export.  Just rename the file extension to .json and import into your Genesys Cloud Data Actions integration.

    ------------------------------
    Ryan Cheesman
    Senior Manager, IT Integration Services
    Tandem Diabetes Care Inc. | positively different
    ------------------------------

    Original Message


  • 11.  RE: How can I get Number of user logged in the specific Queue

    Top 25 Contributor
    Posted 01-21-2023 18:53
    Ryan,
    Instead of taking the negative approach, it is easier to check for the number of agents available for that skill list using RoutingStatus with any or all of the following:  OFF_QUEUE, IDLE, INTERACTING, NOT_RESPONDING, COMMUNICATING.  That will let you know if there are any with the particular skills logged in.  It is easier than looking for a negative case in this particular situation.

    ------------------------------
    Robert Wakefield-Carl
    TTEC Digital, LLC fka Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 12.  RE: How can I get Number of user logged in the specific Queue

    Posted 01-24-2023 02:15
    Dear All,

    I have implemented get all logged in Agents count using below API Request.
    I have tried using RoutingStatus with any or all of the following:  OFF_QUEUE, IDLE, INTERACTING, NOT_RESPONDING, COMMUNICATING. In Genesys Cloud Off_Queue is default State if Agent LoggedOut(Offline) also shown in the count because of Off_Queue. 

    Thanks for All your Efforts and Supports Friends. We will see on another Post.

    Thanks & Regards
    Shenbagamoorthy B




    ------------------------------
    Regards,
    Shenbagamoorthy B
    TechLead
    Pointel Inc.,
    ------------------------------

    Original Message


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