Darren_West | 2021-02-19 14:47:24 UTC | #1
Hi,
I am trying to find out if a particular queue has an agent available to handle a chat. I can achieve this when agents utilisations are 1 because I can check IDLE but when they are not 1 I have no way of telling.
e.g. I have an agent who has a utilisation of 3 chats and has 2 active chats, this agent can handle 1 more chat.
At the moment I am able to get the number of agents that are on queue from the v2.analytics.queues.{queueId}.observations subscription but this does not give me any information (that I can see) about the capacity of agents to take a particular interaction.
Is there anyway to achieve this?
Thanks
anon11147534 | 2021-02-22 17:55:31 UTC | #2
Hi,
This post from last year describes a similar problem to yours. Unfortunately, as the post describes, Genesys Cloud doesn't expose agent availability information so it might be best to share your use case on our ideas portal.
Jeremy_MONZO | 2021-03-17 16:07:01 UTC | #3
thanks for your information
system | 2021-04-17 16:07:04 UTC | #4
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
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