Genesys Cloud - Main

 View Only

Sign Up

  • 1.  How to Get Count of All Online/LoggedIn Users?

    Posted 7 hours ago

    How to Get Count of All Online/LoggedIn Users
    Then filter them OnQueue, Busy etc.
    Need to view/download.

    Right now it's visible only at queue level. Any Guidance/advise will be helpful.

    Thanks & Regards,

    Ajay Kumar


    #Implementation

    ------------------------------
    AJAY KUMAR
    XXX
    ------------------------------


  • 2.  RE: How to Get Count of All Online/LoggedIn Users?

    Posted 7 hours ago

    You could view this information through the Analytics Agent tab and apply filters.



    ------------------------------
    Victor Soares
    Gerente técnico
    ------------------------------

    Original Message


  • 3.  RE: How to Get Count of All Online/LoggedIn Users?

    Posted 6 hours ago

    After that Can we download the list using export?

    Can you please double check and confirm?



    ------------------------------
    AJAY KUMAR
    XXX
    ------------------------------

    Original Message


  • 4.  RE: How to Get Count of All Online/LoggedIn Users?

    Posted 7 hours ago
    Edited by Phaneendra Avatapalli 7 hours ago

    Hi Ajay,

    Other than queue-level views, the main option I'm aware of is using the Analytics API endpoint:

    POST /api/v2/analytics/agents/status/query

    You can retrieve agent presence/routing statuses (On Queue, Busy, Available, Offline etc.) and then filter/export as needed. From memory the response is paginated/default limited, so you may need to loop through results for larger environments.

    I also found this community guide which walks through using the API and explains the routing/presence values pretty well:

    Analytics Agent Status API – Routing Status and Presence Examples

    Hope this helps.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 5.  RE: How to Get Count of All Online/LoggedIn Users?

    Posted 6 hours ago

    Hello @Phaneendra Avatapalli

    Do you have any working sample code?

    Thanks in Advance.

    Regards,

    Ajay Kumar



    ------------------------------
    AJAY KUMAR
    XXX
    ------------------------------

    Original Message


  • 6.  RE: How to Get Count of All Online/LoggedIn Users?

    Posted 6 hours ago

    Unfortunately I don't have any working sample code for this, but the link shared above explains the API usage and payload structure pretty well and should cover exactly what's needed for retrieving/filtering agent statuses.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 7.  RE: How to Get Count of All Online/LoggedIn Users?

    Posted 5 hours ago
    In my view, @Victor Soares's or @Phaneendra Avatapalli's options would be the best ones. There is another alternative that could work if your goal is to quickly check the environment and immediately see how many agents are logged in, etc., but it would need to be carefully evaluated.
     
    Depending on the environment size and how consistently users follow the process, one option would be to create a "dummy" queue (with no interactions routed to it), add all agents to that queue, and use it as a single place to quickly track users' logon/status.


    ------------------------------
    Elisson Fernandes
    ------------------------------

    Original Message


  • 8.  RE: How to Get Count of All Online/LoggedIn Users?

    Posted 5 hours ago

    That's actually a clever workaround @Elisson Fernandes , especially for environments where the requirement is more around quick operational visibility rather than reporting/exporting.

    A shared "monitoring" queue with no interactions routed to it could provide a single place to view agent statuses/logon state using the native queue views and dashboards. A custom dashboard/widget on top of that queue could probably give a pretty good real-time overview as well.

    But it would depend heavily on agents consistently following the On Queue/Off Queue process to keep the data accurate.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 9.  RE: How to Get Count of All Online/LoggedIn Users?

    Posted 4 hours ago

    Agree! This one works very well and makes it easy for a supervisor to monitor their agents if they have many different queues. 



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------

    Original Message


Related Content