Where sourceId is always purecloud.
Original Message:
Sent: 05-16-2019 10:31
From: Melissa Bailey
Subject: agents connected check - architect
The input value would be the queue id. Ultimately what you want to know is the number of users, which is the count field but you also need to know the metric & qualifier so you know which status the count is for.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-15-2019 14:49
From: Charaf Eddine Chemlal
Subject: agents connected check - architect
hello @Melissa Bailey
Now that I've created a request that corresponds to my needs to check agent status in Developer Tools.
How can I use it inside architect ? I believe that I need to add a new custom PureCloud Data Action, I don't know what to put in Input/Output Contract ?
Yours,
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 05-14-2019 12:12
From: Melissa Bailey
Subject: agents connected check - architect
The data action would have an input value to specify the time interval
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-14-2019 12:02
From: Charaf Eddine Chemlal
Subject: agents connected check - architect
So in your example, you have set "interval": "2019-05-13T17:00:00.000Z/2019-05-13T18:00:00.000Z" . This is not a dynamic call, you have put a specific interval, I imagine that the request won't be valid two days later?
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 05-14-2019 11:36
From: Melissa Bailey
Subject: agents connected check - architect
The /api/v2/analytics/users/details/query endpoint requires a time interval. If you care about the queue, use the 1st query I gave you.
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-14-2019 11:13
From: Charaf Eddine Chemlal
Subject: agents connected check - architect
@Melissa Bailey
Can I use this request without using a specific interval ?
My agents status test will be conditioned from the moment of the call and not from a given interval !
in your last request, I do not see where to indicate the Queue Id for my testing ?
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 05-13-2019 15:17
From: Melissa Bailey
Subject: agents connected check - architect
You can use the /api/v2/analytics/users/details/query endpoint to get users with certain status(es). This request will find all users who are available or on queue in the given interval.
{ "interval": "2019-05-13T17:00:00.000Z/2019-05-13T18:00:00.000Z", "order": "asc", "presenceFilters": [{ "type": "or", "predicates": [{ "type": "dimension", "dimension": "systemPresence", "operator": "matches", "value": "ON_QUEUE" }, { "type": "dimension", "dimension": "systemPresence", "operator": "matches", "value": "AVAILABLE" } ] }]}
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-13-2019 14:04
From: Charaf Eddine Chemlal
Subject: agents connected check - architect
@Melissa Bailey
I think this request is about the agents who are in a specific queue, whereas I would like to see if there are agents connected on PureCloud, not necessarily queued !
Is there a way to check only the agent's status ?
Agents connected == 0 ---> We suggest customer to switch to another queue to treat his demand.
Yours
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Charaf Eddine Chemlal
Dimension Data France
Original Message:
Sent: 05-13-2019 12:34
From: Melissa Bailey
Subject: agents connected check - architect
You can write a data action the accesses the purecloud api.
I use the /api/v2/analytics/queues/observations/query endpoint and this as the query body (replace the fake queueId with yours):
{ "metrics": [ "oOnQueueUsers" ], "filter": { "type": "and", "clauses": [{ "type": "and", "predicates": [{ "type": "dimension", "dimension": "queueId", "value": "00000000-1111-2222-3333-444444444444" }] }] }}
The response looks like:
{ "results": [ { "group": { "queueId": "00000000-1111-2222-3333-444444444444" }, "data": [ { "metric": "oOnQueueUsers", "qualifier": "INTERACTING", "stats": { "count": 1 } }, { "metric": "oOnQueueUsers", "qualifier": "IDLE", "stats": { "count": 1 } }, { "metric": "oOnQueueUsers", "qualifier": "COMMUNICATING", "stats": { "count": 1 } }, { "metric": "oOnQueueUsers", "qualifier": "NOT_RESPONDING", "stats": { "count": 0 } } ] } ]}
https://help.mypurecloud.com/articles/about-purecloud-data-actions-integration/
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Melissa Bailey
Genesys - Employees
Original Message:
Sent: 05-13-2019 11:15
From: Charaf Eddine Chemlal
Subject: agents connected check - architect
Hello,
Would it be possible from architect to check if the agents are connected, otherwise we suggest the client to switch to a queue that speaks another language other than his native one.
Yours
#Routing(ACD/IVR)
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Charaf Eddine Chemlal
Dimension Data France
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