Muhammad_Faizan | 2021-01-05 18:43:51 UTC | #1
Hi There,
In architect in-queue flow, what is the best mechanism to check for agent availability in the current target (queue, or queue + skills in case bullseye routing is being used)? Currently we are using platform API (/api/v2/analytics/queues/observations/query) Endpoint to query for IDLE agents in a queue, however IDLE agent count currently include both truly IDLE agents and Agents for whom calls are ringing at the moment (in the absence of ringing state for agents).
In the API endpoint (https://developer.mypurecloud.com/api/rest/client-libraries/java/QueueObservationQuery.html), we see 'oAlerting' however it is throwing the following error when tried: { "message": "unsupported metric oAlerting", "code": "bad.request", "status": 400, "messageParams": {}, "contextId": "cdac4d32-19c7-44f5-ab78-dccd795027b2", "details": [], "errors": [] }
Can anyone point me to the right direction to resolve this issue? Or any mechanism other than oAlerting to get the true count of ringing/alerting agents in a perticular queue/queue+skill? @george.ganahl can you please look into this issue and share your guidance please.
system | 2021-02-03 21:29:23 UTC | #2
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