Genesys Cloud - Main

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
#API/Integrations
#Routing(ACD/IVR)
#Community Videos (TAM, QA, etc.)

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

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
------------------------------

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:
Sent: 01-19-2023 16:56
From: Robert Wakefield-Carl
Subject: How can I get Number of user logged in the specific Queue

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
------------------------------

If you add the routing status of Off_Queue to Robert's list, does that give you what you need?




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

Original Message:
Sent: 01-19-2023 23:02
From: Shenbagamoorthy B
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-19-2023 16:56
From: Robert Wakefield-Carl
Subject: How can I get Number of user logged in the specific Queue

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

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:
Sent: 01-20-2023 04:46
From: David Farrell
Subject: How can I get Number of user logged in the specific Queue

If you add the routing status of Off_Queue to Robert's list, does that give you what you need?




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


Original Message:
Sent: 01-19-2023 23:02
From: Shenbagamoorthy B
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-19-2023 16:56
From: Robert Wakefield-Carl
Subject: How can I get Number of user logged in the specific Queue

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

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:
Sent: 01-20-2023 07:58
From: Shenbagamoorthy B
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-20-2023 04:46
From: David Farrell
Subject: How can I get Number of user logged in the specific Queue

If you add the routing status of Off_Queue to Robert's list, does that give you what you need?




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


Original Message:
Sent: 01-19-2023 23:02
From: Shenbagamoorthy B
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-19-2023 16:56
From: Robert Wakefield-Carl
Subject: How can I get Number of user logged in the specific Queue

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

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:
Sent: 01-20-2023 07:58
From: Shenbagamoorthy B
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-20-2023 04:46
From: David Farrell
Subject: How can I get Number of user logged in the specific Queue

If you add the routing status of Off_Queue to Robert's list, does that give you what you need?




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


Original Message:
Sent: 01-19-2023 23:02
From: Shenbagamoorthy B
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-19-2023 16:56
From: Robert Wakefield-Carl
Subject: How can I get Number of user logged in the specific Queue

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

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:
Sent: 01-20-2023 09:59
From: Robert Wakefield-Carl
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-20-2023 07:58
From: Shenbagamoorthy B
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-20-2023 04:46
From: David Farrell
Subject: How can I get Number of user logged in the specific Queue

If you add the routing status of Off_Queue to Robert's list, does that give you what you need?




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


Original Message:
Sent: 01-19-2023 23:02
From: Shenbagamoorthy B
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-19-2023 16:56
From: Robert Wakefield-Carl
Subject: How can I get Number of user logged in the specific Queue

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

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
------------------------------

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
------------------------------

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:
Sent: 01-21-2023 17:53
From: Ryan Cheesman
Subject: How can I get Number of user logged in the specific Queue

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
------------------------------

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:
Sent: 01-21-2023 18:52
From: Robert Wakefield-Carl
Subject: How can I get Number of user logged in the specific Queue

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:
Sent: 01-21-2023 17:53
From: Ryan Cheesman
Subject: How can I get Number of user logged in the specific Queue

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