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Hi,

We have a use case where we need to understand position in queue for workitems. I see we can get this for online media types but does anyone know if it's possible for workitems ? 

Thanks

Colin

Hi Colin,

As far as I'm aware, there isn't a native PositionInQueue attribute available for Workitems in the same way that there is for online media interactions (chat, message, email, etc.). The Workitem APIs and routing model don't currently expose a real-time queue position value.

One of the challenges is that Workitem routing is heavily influenced by factors such as priority, skills, routing rules, and agent availability, so the effective position can change dynamically and isn't always a simple FIFO queue.

If you need an approximate position, you may be able to calculate it yourself by querying pending workitems in the queue and comparing creation date, priority, or other routing attributes, but I don't believe Genesys provides a supported API that returns the current queue position for a specific Workitem.

So the short answer is: No, there is currently no out-of-the-box Position in Queue metric for Workitems.

Thanks,

Thanks for reply Francis. We need to trigger an api call before delivering to an agent within a specific timeframe for our use case. What we will probably try is creating an external service to call the workitem api's to get all waiting for a specific worktype and their priority. The priority value is extracted from a source system that applies a risk 'score' which we map to priority. We will then do a reverse ranking on priority to determine a position in queue. We will also factor in aht, agents signed in and threshold to ramp up and down the position in queue trigger to external api call based on agents signed in. I'll raise an idea for this anyway to try get position in queue function for workitems in the future.