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  • 1.  In Queue position for Inbound Messages

    Posted 12-08-2023 04:52
    No replies, thread closed.

    Hi,

    we are creating an inbound message flow. Before the message is queued to a queue we want to know if there is an agent available in the queue.

    If there's no agent available we want to have a message in that there's no agent available. How can we create this in the Architect flow?

    Regards,

    Gregyor


    #ArchitectureandDesign

    ------------------------------
    Gregyor Visser
    Stater Nederland B.V.
    ------------------------------


  • 2.  RE: In Queue position for Inbound Messages

    Posted 12-08-2023 08:01
    No replies, thread closed.

    Hi Gregyor,

    To do this you would need to use a Data Action to check for Idle Agents. The GET /api/v2/routing/queues/{queueId}/members?routingStatus=IDLE&joined=true would be a simple choice. If you have 1 or more entries in the response you have Idle agents. If you have a blank response you have none. You could also set a page size to 1 and count the number of pages for a count. Based on the outcome you can then present a message as needed. You could also use the Estimated Wait Time instead of availability to simply state an expectation.



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    Richard Chandler
    Connect
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  • 3.  RE: In Queue position for Inbound Messages

    Posted 12-11-2023 01:00
    No replies, thread closed.

    Hi Richard,

    thank you for your answer, we're going to look into this option. If we've this working we'll try to figure out to show this in the chatfields :).

    Kind regards.



    ------------------------------
    Gregyor Visser
    Stater Nederland B.V.
    ------------------------------

    Original Message


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