Genesys Cloud - Main

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.  

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?  

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

There are many samples and tutorials on developer.mypurecloud.com and Avtex engineers this for our customers as well as other PureCloud users.  Send me private message of interested in engaging Avtex.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 01-26-2020 13:33
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

Thanks!  You really helped me to get started on my research/ learning.  I did not have the PureCloud Data Actions integrated so was not seeing the necessary options.  I'll get that added and dig deeper.  Have a good week.

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Original Message:
Sent: 01-26-2020 13:43
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

There are many samples and tutorials on developer.mypurecloud.com and Avtex engineers this for our customers as well as other PureCloud users.  Send me private message of interested in engaging Avtex.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-26-2020 13:33
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

Hi Matt
Just thought I'd pipe in to say that I use a data action for this exact reason in a few flows. I'll admit, I didn't create the data action itself - I'm not a developer so it's a little outside my wheelhouse at this point - but I did do the rest of the set up. Happy to help out if I can.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 01-26-2020 14:32
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks!  You really helped me to get started on my research/ learning.  I did not have the PureCloud Data Actions integrated so was not seeing the necessary options.  I'll get that added and dig deeper.  Have a good week.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:43
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

There are many samples and tutorials on developer.mypurecloud.com and Avtex engineers this for our customers as well as other PureCloud users.  Send me private message of interested in engaging Avtex.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-26-2020 13:33
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

Do you want the caller to wait for longer than 30 seconds if one or more agents are logged in but not available? Because if you only want a caller to wait 30 seconds and route to voice mail, that can be done without the API if the queue is only for the special skill. Or another possibility - bulls-eye routing.

If you would like to provide some additional information about the scenario, I'm sure we'd all be happy to guide you.


------------------------------
Dan Fontaine
Altivon
------------------------------

Original Message:
Sent: 01-26-2020 21:42
From: Emily Kammerer
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi Matt
Just thought I'd pipe in to say that I use a data action for this exact reason in a few flows. I'll admit, I didn't create the data action itself - I'm not a developer so it's a little outside my wheelhouse at this point - but I did do the rest of the set up. Happy to help out if I can.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 01-26-2020 14:32
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks!  You really helped me to get started on my research/ learning.  I did not have the PureCloud Data Actions integrated so was not seeing the necessary options.  I'll get that added and dig deeper.  Have a good week.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:43
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

There are many samples and tutorials on developer.mypurecloud.com and Avtex engineers this for our customers as well as other PureCloud users.  Send me private message of interested in engaging Avtex.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-26-2020 13:33
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

Hi @Dan Fontaine, I've attached the very simple flow that I built and am using as the starting point.  Currently, hold music plays for a max of 30 mins while looking for an available agent.  If the 30 second timer runs out, the caller is immediately transferred to a voicemail.  The initial issue that I am trying to solve for with an action is to immediately route to the voicemail if nobody is logged into the queue at the time of the call... in today's flow, the caller waits out the 30 mins regardless. ​

------------------------------
Matt Keleshian
Lon Operations, LLC
------------------------------

Original Message:
Sent: 01-27-2020 08:29
From: Dan Fontaine
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Do you want the caller to wait for longer than 30 seconds if one or more agents are logged in but not available? Because if you only want a caller to wait 30 seconds and route to voice mail, that can be done without the API if the queue is only for the special skill. Or another possibility - bulls-eye routing.

If you would like to provide some additional information about the scenario, I'm sure we'd all be happy to guide you.


------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 01-26-2020 21:42
From: Emily Kammerer
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi Matt
Just thought I'd pipe in to say that I use a data action for this exact reason in a few flows. I'll admit, I didn't create the data action itself - I'm not a developer so it's a little outside my wheelhouse at this point - but I did do the rest of the set up. Happy to help out if I can.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 01-26-2020 14:32
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks!  You really helped me to get started on my research/ learning.  I did not have the PureCloud Data Actions integrated so was not seeing the necessary options.  I'll get that added and dig deeper.  Have a good week.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:43
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

There are many samples and tutorials on developer.mypurecloud.com and Avtex engineers this for our customers as well as other PureCloud users.  Send me private message of interested in engaging Avtex.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-26-2020 13:33
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

Okay, I didn't catch this requirement before: "immediately route to the voicemail" if no one is logged in. So, yes, an API query is needed.

------------------------------
Dan Fontaine
Altivon
------------------------------

Original Message:
Sent: 01-27-2020 10:21
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi @Dan Fontaine, I've attached the very simple flow that I built and am using as the starting point.  Currently, hold music plays for a max of 30 mins while looking for an available agent.  If the 30 second timer runs out, the caller is immediately transferred to a voicemail.  The initial issue that I am trying to solve for with an action is to immediately route to the voicemail if nobody is logged into the queue at the time of the call... in today's flow, the caller waits out the 30 mins regardless. ​

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-27-2020 08:29
From: Dan Fontaine
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Do you want the caller to wait for longer than 30 seconds if one or more agents are logged in but not available? Because if you only want a caller to wait 30 seconds and route to voice mail, that can be done without the API if the queue is only for the special skill. Or another possibility - bulls-eye routing.

If you would like to provide some additional information about the scenario, I'm sure we'd all be happy to guide you.


------------------------------
Dan Fontaine
Altivon

Original Message:
Sent: 01-26-2020 21:42
From: Emily Kammerer
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi Matt
Just thought I'd pipe in to say that I use a data action for this exact reason in a few flows. I'll admit, I didn't create the data action itself - I'm not a developer so it's a little outside my wheelhouse at this point - but I did do the rest of the set up. Happy to help out if I can.

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 01-26-2020 14:32
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks!  You really helped me to get started on my research/ learning.  I did not have the PureCloud Data Actions integrated so was not seeing the necessary options.  I'll get that added and dig deeper.  Have a good week.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:43
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

There are many samples and tutorials on developer.mypurecloud.com and Avtex engineers this for our customers as well as other PureCloud users.  Send me private message of interested in engaging Avtex.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-26-2020 13:33
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

Check into the Beyond subscription as well through Genesys University.

https://beyond.genesys.com

Explore is the option to learn how to work with Genesys Cloud.

All the basics are covered in the 3 courses that make up GCP prep. There is an Integrations course coming.

https://developer.mypurecloud.com has its own forum where you can ask questions regarding the API and Custom Actions for Data Actions Integrations.


------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-26-2020 14:32
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks!  You really helped me to get started on my research/ learning.  I did not have the PureCloud Data Actions integrated so was not seeing the necessary options.  I'll get that added and dig deeper.  Have a good week.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:43
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

There are many samples and tutorials on developer.mypurecloud.com and Avtex engineers this for our customers as well as other PureCloud users.  Send me private message of interested in engaging Avtex.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-26-2020 13:33
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------

This thread has some code for the custom Action:

https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=a3660a2a-3432-4f6a-85ea-51c739e6e9df&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 01-27-2020 10:25
From: George Ganahl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Check into the Beyond subscription as well through Genesys University.

https://beyond.genesys.com

Explore is the option to learn how to work with Genesys Cloud.

All the basics are covered in the 3 courses that make up GCP prep. There is an Integrations course coming.

https://developer.mypurecloud.com has its own forum where you can ask questions regarding the API and Custom Actions for Data Actions Integrations.


------------------------------
George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys

Original Message:
Sent: 01-26-2020 14:32
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks!  You really helped me to get started on my research/ learning.  I did not have the PureCloud Data Actions integrated so was not seeing the necessary options.  I'll get that added and dig deeper.  Have a good week.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:43
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

There are many samples and tutorials on developer.mypurecloud.com and Avtex engineers this for our customers as well as other PureCloud users.  Send me private message of interested in engaging Avtex.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-26-2020 13:33
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Thanks Robert.  Much appreciated.  Being new at this, is there a source that you have used or would recommend for details and scripting for the data actions?  The instructions make sense logically, but I'm not clear on how to write the actions quite yet.

------------------------------
Matt Keleshian
Lon Operations, LLC

Original Message:
Sent: 01-26-2020 13:15
From: Robert Wakefield-Carl
Subject: In-Queue flow that makes a decision if no users are logged into a queue

For these, you will need to create a Data Action that calls the PureCloud API and request routing status in the queue by GUID and skill or wait time, etc.  This will return the value requested or true/false to Architect which you can use to determine routing you desire.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 01-25-2020 10:07
From: Matt Keleshian
Subject: In-Queue flow that makes a decision if no users are logged into a queue

Hi there!  I am new to PureCloud and wishing that there was a more in depth tutorial of all of the features/ definitions within the architect tool.

For a quick phase 1 release, we are building a new queue with three users who are trained in an advanced skill set.  I would like to set up the in-queue flow to do the following:
1.  Check to see if at least one user is logged into the new queue
2.  If yes, continue to search for an agent within that queue for 30 seconds
3.  If nobody is logged in or the 30 second search is complete, send to a different user voicemail

I believe I have 2-3 figured out, but could someone point me towards the right direction in building that initial queue look/ decision?

Additionally, would love to hear any best practices/ videos/ courses that you used to quickly become proficient in all of the features, tricks, flows within admin.  Thanks!
#ArchitectureandDesign

------------------------------
Matt K
FinTech
------------------------------