Genesys Cloud - Main

Hi, we'd like to send an auto-reply email to Customers if the queue length is above a given threshold.

How would we get the queue length in architect.

We've also looked at using an Action, but it only supports simple json types and the API /api/v2/analytics/queues/observations/query is rather complex.

#ArchitectureandDesign
#Routing(ACD/IVR)

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Francis Hoang
TeleApps Services Pty Ltd
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Hi Francis,

By Queue length do you just mean how many interactions are in the Queue? Or more interested in the the interactions position in that queue?

Position in Queue is available as a system variable in In Q flows. Eg for email  it is Email.PositionInQueue, calls it is Call.PositionInQueue

Outside of the In Q flow this is much harder to do.

You can certainly use that API in a DataAction to get the total emails waiting in a queue too, you will just need to be specific about your output template.

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Anton Vroon
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