Genesys Cloud - Main

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services
------------------------------

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

Hi Jeff,

Thanks for your feedback, I know that it is possible through Performance view, but how I can get the information in realtime through Data Action in order to use it in my call flows (within Architect).
I need the JSON code to build this Data Action if possible ?

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS
------------------------------

Original Message:
Sent: 06-20-2022 10:19
From: jeff russell
Subject: Number of connected agents in all organization

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

I am busy this morning, but I'll take a look this afternoon and get an action working

j.

------------------------------
jeff russell
Alberta Health Services
------------------------------

Original Message:
Sent: 06-20-2022 10:24
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hi Jeff,

Thanks for your feedback, I know that it is possible through Performance view, but how I can get the information in realtime through Data Action in order to use it in my call flows (within Architect).
I need the JSON code to build this Data Action if possible ?

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS

Original Message:
Sent: 06-20-2022 10:19
From: jeff russell
Subject: Number of connected agents in all organization

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

Hello Jeff,

Great, I appreciate your help.

Many thanks

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS
------------------------------

Original Message:
Sent: 06-20-2022 10:29
From: jeff russell
Subject: Number of connected agents in all organization

I am busy this morning, but I'll take a look this afternoon and get an action working

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 10:24
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hi Jeff,

Thanks for your feedback, I know that it is possible through Performance view, but how I can get the information in realtime through Data Action in order to use it in my call flows (within Architect).
I need the JSON code to build this Data Action if possible ?

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS

Original Message:
Sent: 06-20-2022 10:19
From: jeff russell
Subject: Number of connected agents in all organization

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

Dear Mostafa,
Maybe You know and can explain to me how to get the number of "login" agents for all the organization and in the specific "division"
Maybe, it's also possible to get the number of agents in the other states (Available, Break, ....), and also on "inbound" (ACD") call / "outbound" call?

Hi Mostafa,

Would you mind to share what is your plan once you get this data action working?

Original Message:
Sent: 06-21-2022 02:12
From: Yvgeni Liberman
Subject: Number of connected agents in all organization

Dear Mostafa,
Maybe You know and can explain to me how to get the number of "login" agents for all the organization and in the specific "division"
Maybe, it's also possible to get the number of agents in the other states (Available, Break, ....), and also on "inbound" (ACD") call / "outbound" call?

------------------------------
Best regards,

Yvgeni Liberman
ITNAV-Pro Ltd.

Original Message:
Sent: 06-20-2022 10:24
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hi Jeff,

Thanks for your feedback, I know that it is possible through Performance view, but how I can get the information in realtime through Data Action in order to use it in my call flows (within Architect).
I need the JSON code to build this Data Action if possible ?

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS

Original Message:
Sent: 06-20-2022 10:19
From: jeff russell
Subject: Number of connected agents in all organization

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

Original Message:
Sent: 6/21/2022 6:13:00 AM
From: Paulo Mesquita
Subject: RE: Number of connected agents in all organization

Hi Mostafa,

Would you mind to share what is your plan once you get this data action working?

Original Message:
Sent: 06-21-2022 02:12
From: Yvgeni Liberman
Subject: Number of connected agents in all organization

Dear Mostafa,
Maybe You know and can explain to me how to get the number of "login" agents for all the organization and in the specific "division"
Maybe, it's also possible to get the number of agents in the other states (Available, Break, ....), and also on "inbound" (ACD") call / "outbound" call?

------------------------------
Best regards,

Yvgeni Liberman
ITNAV-Pro Ltd.

Original Message:
Sent: 06-20-2022 10:24
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hi Jeff,

Thanks for your feedback, I know that it is possible through Performance view, but how I can get the information in realtime through Data Action in order to use it in my call flows (within Architect).
I need the JSON code to build this Data Action if possible ?

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS

Original Message:
Sent: 06-20-2022 10:19
From: jeff russell
Subject: Number of connected agents in all organization

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

Hello Jeff,

Many thanks for your feedback, but I have already this data action (get online agent in given queue), what I'm looking for is getting the online agents whatever the queue (in the whole organization).

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS
------------------------------

Original Message:
Sent: 06-21-2022 11:45
From: jeff russell
Subject: Number of connected agents in all organization

use this in a data action to get the online agents:

{

  "requestUrlTemplate": "/api/v2/routing/queues/${input.QUEUE_ID}/users?joined=true&routingStatus%2Cpresence&presence=Available,Away,Break,Meal,SystemAway,training,busy,Meeting,Interacting,Communicating,Idle,Meeting",

  "requestType": "GET",

  "headers": {

    "UserAgent": "PureCloudIntegrations/1.0",

    "Content-Type": "application/x-www-form-urlencoded"

  },

  "requestTemplate": "${input.rawRequest}"

}

"Only the noble of heart are called to difficulty" ― Søren Kierkegaard

_______________________________

Jeff C. Russell

Senior Systems Analyst

Information Technology

CN Tower, suite 1600, 10004 104 Ave

Edmonton Alberta, T5J OK1

Offce    587.786.6339

Mobile  780.394.3036

Fax       780.342.6050

Telecom Operations Contacts:

ahs.telecom@ahs.ca

855.702.7800

Alberta Health Services

www.albertahealthservices.ca

Original Message:
Sent: 6/21/2022 6:13:00 AM
From: Paulo Mesquita
Subject: RE: Number of connected agents in all organization

Hi Mostafa,

Would you mind to share what is your plan once you get this data action working?

Original Message:
Sent: 06-21-2022 02:12
From: Yvgeni Liberman
Subject: Number of connected agents in all organization

Dear Mostafa,
Maybe You know and can explain to me how to get the number of "login" agents for all the organization and in the specific "division"
Maybe, it's also possible to get the number of agents in the other states (Available, Break, ....), and also on "inbound" (ACD") call / "outbound" call?

------------------------------
Best regards,

Yvgeni Liberman
ITNAV-Pro Ltd.

Original Message:
Sent: 06-20-2022 10:24
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hi Jeff,

Thanks for your feedback, I know that it is possible through Performance view, but how I can get the information in realtime through Data Action in order to use it in my call flows (within Architect).
I need the JSON code to build this Data Action if possible ?

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS

Original Message:
Sent: 06-20-2022 10:19
From: jeff russell
Subject: Number of connected agents in all organization

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

Original Message:
Sent: 6/21/2022 11:54:00 AM
From: Mostafa Oudderhem
Subject: RE: Number of connected agents in all organization

Hello Jeff,

Many thanks for your feedback, but I have already this data action (get online agent in given queue), what I'm looking for is getting the online agents whatever the queue (in the whole organization).

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS
------------------------------

Original Message:
Sent: 06-21-2022 11:45
From: jeff russell
Subject: Number of connected agents in all organization

use this in a data action to get the online agents:

{

  "requestUrlTemplate": "/api/v2/routing/queues/${input.QUEUE_ID}/users?joined=true&routingStatus%2Cpresence&presence=Available,Away,Break,Meal,SystemAway,training,busy,Meeting,Interacting,Communicating,Idle,Meeting",

  "requestType": "GET",

  "headers": {

    "UserAgent": "PureCloudIntegrations/1.0",

    "Content-Type": "application/x-www-form-urlencoded"

  },

  "requestTemplate": "${input.rawRequest}"

}

"Only the noble of heart are called to difficulty" ― Søren Kierkegaard

_______________________________

Jeff C. Russell

Senior Systems Analyst

Information Technology

CN Tower, suite 1600, 10004 104 Ave

Edmonton Alberta, T5J OK1

Offce    587.786.6339

Mobile  780.394.3036

Fax       780.342.6050

Telecom Operations Contacts:

ahs.telecom@ahs.ca

855.702.7800

Alberta Health Services

www.albertahealthservices.ca

Original Message:
Sent: 6/21/2022 6:13:00 AM
From: Paulo Mesquita
Subject: RE: Number of connected agents in all organization

Hi Mostafa,

Would you mind to share what is your plan once you get this data action working?

Original Message:
Sent: 06-21-2022 02:12
From: Yvgeni Liberman
Subject: Number of connected agents in all organization

Dear Mostafa,
Maybe You know and can explain to me how to get the number of "login" agents for all the organization and in the specific "division"
Maybe, it's also possible to get the number of agents in the other states (Available, Break, ....), and also on "inbound" (ACD") call / "outbound" call?

------------------------------
Best regards,

Yvgeni Liberman
ITNAV-Pro Ltd.

Original Message:
Sent: 06-20-2022 10:24
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hi Jeff,

Thanks for your feedback, I know that it is possible through Performance view, but how I can get the information in realtime through Data Action in order to use it in my call flows (within Architect).
I need the JSON code to build this Data Action if possible ?

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS

Original Message:
Sent: 06-20-2022 10:19
From: jeff russell
Subject: Number of connected agents in all organization

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

Original Message:
Sent: 6/21/2022 11:54:00 AM
From: Mostafa Oudderhem
Subject: RE: Number of connected agents in all organization

Hello Jeff,

Many thanks for your feedback, but I have already this data action (get online agent in given queue), what I'm looking for is getting the online agents whatever the queue (in the whole organization).

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS
------------------------------

Original Message:
Sent: 06-21-2022 11:45
From: jeff russell
Subject: Number of connected agents in all organization

use this in a data action to get the online agents:

{

  "requestUrlTemplate": "/api/v2/routing/queues/${input.QUEUE_ID}/users?joined=true&routingStatus%2Cpresence&presence=Available,Away,Break,Meal,SystemAway,training,busy,Meeting,Interacting,Communicating,Idle,Meeting",

  "requestType": "GET",

  "headers": {

    "UserAgent": "PureCloudIntegrations/1.0",

    "Content-Type": "application/x-www-form-urlencoded"

  },

  "requestTemplate": "${input.rawRequest}"

}

"Only the noble of heart are called to difficulty" ― Søren Kierkegaard

_______________________________

Jeff C. Russell

Senior Systems Analyst

Information Technology

CN Tower, suite 1600, 10004 104 Ave

Edmonton Alberta, T5J OK1

Offce    587.786.6339

Mobile  780.394.3036

Fax       780.342.6050

Telecom Operations Contacts:

ahs.telecom@ahs.ca

855.702.7800

Alberta Health Services

www.albertahealthservices.ca

Original Message:
Sent: 6/21/2022 6:13:00 AM
From: Paulo Mesquita
Subject: RE: Number of connected agents in all organization

Hi Mostafa,

Would you mind to share what is your plan once you get this data action working?

Original Message:
Sent: 06-21-2022 02:12
From: Yvgeni Liberman
Subject: Number of connected agents in all organization

Dear Mostafa,
Maybe You know and can explain to me how to get the number of "login" agents for all the organization and in the specific "division"
Maybe, it's also possible to get the number of agents in the other states (Available, Break, ....), and also on "inbound" (ACD") call / "outbound" call?

------------------------------
Best regards,

Yvgeni Liberman
ITNAV-Pro Ltd.

Original Message:
Sent: 06-20-2022 10:24
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hi Jeff,

Thanks for your feedback, I know that it is possible through Performance view, but how I can get the information in realtime through Data Action in order to use it in my call flows (within Architect).
I need the JSON code to build this Data Action if possible ?

Thank you.

------------------------------
Mostafa Oudderhem
SABIO FRANCE SAS

Original Message:
Sent: 06-20-2022 10:19
From: jeff russell
Subject: Number of connected agents in all organization

I hate to state the obvious but one could iterate through the divisions/queues and then get the agents?

j.

------------------------------
jeff russell
Alberta Health Services

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics

Not sure if this helps - we've created a dummy Queue called 'All Users' and add every agent to this queue.

Then we use this dummy queue to be able to get the status of 'All Users' from that queue without having to check each queue individually.

------------------------------
Jeff
------------------------------

Original Message:
Sent: 06-20-2022 09:44
From: Mostafa Oudderhem
Subject: Number of connected agents in all organization

Hello,

is it possible to get a number of connected agent (on queue) in the whole organization through Data Action ?

I can found only the Data Action that gives a number of connected agent in given queue, but I need the same but for all organization

Thank you.

#Integrations
#Reporting/Analytics