Genesys Cloud - Main

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

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

After that Can we download the list using export?

Can you please double check and confirm?

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.

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Phaneendra
Technical Solutions Consultant
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Hello @Phaneendra Avatapalli

Do you have any working sample code?

Thanks in Advance.

Regards,

Ajay Kumar

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.

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.

As per my understanding it can work as workaround but not good for large organizational level. Just an example not easy to add Queue on top of 500 queues.
It can be workaround for Starting Levels.

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

I do this for several customers.
It's the simple way.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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@Kaio Oliveira, Thank you for sharing your real-world experience and insights as well.

Interesting to hear that approach is working successfully across multiple customer environments.

Hi AJAY KUMAR,

If you need an org-level view, one option is to use the Users Search API and expand `routingStatus` and `primaryPresence`, then calculate/export the counts outside Genesys Cloud.

Example:

POST /api/v2/users/search

{
  "enforcePermissions": true,
  "pageSize": 100,
  "pageNumber": 1,
  "sortOrder": "ASC",
  "sortBy": "name",
  "expand": [
    "routingStatus",
    "primaryPresence"
  ],
  "query": [
    {
      "type": "EXACT",
      "fields": [
        "state"
      ],
      "values": [
        "active"
      ]
    }
  ]
}

Then you can paginate through all users and group the result by:

- primaryPresence.systemPresence for Available, Busy, Away, Offline, etc.
- routingStatus.status for Off Queue, Idle, Interacting, Communicating, Not Responding, etc.

For example, if the user is not "Offline: , you could consider that user as online/logged in, depending on your business definition. For On Queue / Busy / Interacting, I would use the routing status instead of only the presence.

So, for a downloadable/global report, I would probably build a small script or scheduled job using the API and export the grouped data to CSV.

Hope this helps.
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Luiz Rosa
Full stack developer
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Thanks for Providing the Best Answer 👍