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  • 1.  Is there an API that would provide in real-time a list of users in ACW?

    Posted 06-14-2024 11:38
    No replies, thread closed.

    Genesys Cloud API does not directly provide a method to determine if an agent is in ACW.

    As simple as it may sound to retrieve a list of users in ACW, I have not been able to find a way, and from what I have been able to determine, it is not a status you define but the result of the current state of the user on a particular interaction.

    We are trying to use Genesys API in order to configure Alerts through teams when ACW exceeds a certain timeframe.


    #Reporting/Analytics

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    Denis Villeneuve
    Becton Dickinson and Company
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  • 2.  RE: Is there an API that would provide in real-time a list of users in ACW?

    Posted 06-14-2024 15:33
    No replies, thread closed.

    If you need to work with real-time information, the better solution is you use AWS Eventbridge. The API will work for historical data.

    https://help.mypurecloud.com/articles/about-the-amazon-eventbridge-integration/

    Att,



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    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
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    Original Message


  • 3.  RE: Is there an API that would provide in real-time a list of users in ACW?
    Best Answer

    Posted 06-17-2024 09:05
    No replies, thread closed.

    Not yet but we are working on it!  https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1642

    We'll also be roadmapping a specific event bridge topic that will fire when ACW begins.  https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1652



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    Ryan Legner
    Staff Product Manager, Genesys Cloud CX
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    Original Message


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