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Number of connected agents in all organization

  • 1.  Number of connected agents in all organization

    Posted 5 days ago
    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


  • 2.  RE: Number of connected agents in all organization

    Posted 5 days ago
    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
    ------------------------------



  • 3.  RE: Number of connected agents in all organization

    Posted 5 days ago
    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
    ------------------------------



  • 4.  RE: Number of connected agents in all organization

    Posted 5 days ago
    I am busy this morning, but I'll take a look this afternoon and get an action working

    j.

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



  • 5.  RE: Number of connected agents in all organization

    Posted 5 days ago
    Hello Jeff,

    Great, I appreciate your help.

    Many thanks

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



  • 6.  RE: Number of connected agents in all organization

    Posted 5 days ago
    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.
    ------------------------------



  • 7.  RE: Number of connected agents in all organization

    Posted 4 days ago
    Hi Mostafa,

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



  • 8.  RE: Number of connected agents in all organization

    Posted 4 days ago
    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:
    855.702.7800

    Alberta Health Services
    www.albertahealthservices.ca






  • 9.  RE: Number of connected agents in all organization

    Posted 4 days ago
    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
    ------------------------------



  • 10.  RE: Number of connected agents in all organization

    Posted 4 days ago
    Oh right, well use something like this to get all the queues and then iterate over them:



    "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:
    855.702.7800

    Alberta Health Services
    www.albertahealthservices.ca






  • 11.  RE: Number of connected agents in all organization

    Posted 3 days ago
    Mostafa,

    I did see a couple replies and hopefully you have what you need, just wondering what exactly and how you plan to do with this information?


    j.


    "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:
    855.702.7800

    Alberta Health Services
    www.albertahealthservices.ca






  • 12.  RE: Number of connected agents in all organization

    Posted 4 days ago
    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
    ------------------------------