Genesys Cloud - Main

I have a customer that has different overflow/call back scenarios.

We started to make a in-queue call flow with call back.

But not sure how to do it.

We have this scenarios:

Logged-in Agents < 1 OR Wait Time > X seconds

Logged-in Agents < 1 OR Queue Length > X seconds

Logged-in Agents < 1 OR Expected Wait time > X seconds

How can I pull that data (logged-in agents) from the queue?

I have seen the example call flow with call back, but that just offer call back it does not check anything in the queue.

There is no functionality in Architect to do what you want to do. It has been proposed, but has never gotten farther than the information gathering stage.

About all you can do is play the Estimated Wait Time and Position In Queue information to the caller, then build a small menu manually to overflow or create a callback depending on the caller's DTMF input (or speech rec).

So there are no way to check if there is agents online in the queue?

Not from an Architect call flow, no.

You should be able to use Queue Query through the API, but I am not sure how you would call that from a call flow...

https://developer.mypurecloud.com/api/rest/v2/analytics/queue.html

I'll ask around.

This thread on developer.mypurecloud.com talks about how to call the API from Architect and use the returned data there:

https://developer.mypurecloud.com/forum/t/bridge-action-to-retrieve-last-agent-that-forwards-a-call-to-an-in-queue-call-flow/1026/4

It's not exactly the same, but you can post on the forum there and get more assistance.

Yes, I think we will try to use the API to gather the info and make a datadip to a db that reads the Queue info/status from the API or something like that.

Thank you for your answers George

Hi Patrick,

one more solution could be :

Check in Architect -> Position in Queue and Estimated wait time

IF Position In queue > 1 and estimate wait time > 20 secs , schedule a Callback/transfer to ACD.

Is not the same , but you can avoid to have customer waiting too long

What do you think?

Bye

Stefano

That might be something we can work with.

Thank you Stefano!

A request is made for dynamic routing based on status members queueu (# On Queue / # active etc)