jheckbert | 2022-12-07 12:44:10 UTC | #1
Hi,
We are trying to setup 2 data actions. 1 will check the routing status of an agent on queue and the other will check the presence of the agents in the same queue.
We tried to find out how many available / login agent on queue to answer the calls.
The data action called GetAgentPresence using this URL /api/v2/routing/queues/${input.QUEUE_ID}/users?&joined=true&presence=${input.PRESENCE}
We set filters for AVAILABLE,BUSY,AWAY,BREAK,MEAL,MEETING,TRAINING and had an agent set their status to "Out of Office". The test of the data action came back that the agent was in available status.
{ "entities": { "id": "930f21a6-6439-439a-b556-b1831e0d9914", "name": "John Doe", "user": { "id": "930f21a6-6439-439a-b556-b1831e0d9914", "name": "John Doe", "division": { "id": "1cb85405-b13c-4548-9063-b9573eb621ac", "name": "Home", "selfUri": "/api/v2/authorization/divisions/1cb85405-b13c-4548-9063-b9573eb621ac" }, "chat": { "jabberId": "[1111979ae223048eac85f7c@1111.orgspan.com" }, "email": "John.Doe@john.doe", "primaryContactInfo": { "address": "[John.Doe@john.doe", "mediaType": "EMAIL", "type": "PRIMARY" } ], "addresses": ], "state": "active", "username": "[John.Doe@john.doe", "version": 5, "presence": { "source": "PURECLOUD", "presenceDefinition": { "id": "6a3af858-942f-489d-9700-5f9bcdcdae9b", "systemPresence": "Available", "selfUri": "/api/v2/presencedefinitions/6a3af858-942f-489d-9700-5f9bcdcdae9b" }, "message": "", "modifiedDate": "2022-12-07T12:30:59.181Z" }, "acdAutoAnswer": false, "selfUri": "/api/v2/users/930f21a6-6439-439a-b556-b1831e0d9914" }, "ringNumber": 1, "joined": true, "memberBy": "user" } ], "pageSize": 25, "pageNumber": 1, "total": 1, "firstUri": "/api/v2/routing/queues/9b9d7b77-8558-4863-b553-75ae6b5a9c58/users?pageSize=25&pageNumber=1&joined=true&presence=AVAILABLE", "lastUri": "/api/v2/routing/queues/9b9d7b77-8558-4863-b553-75ae6b5a9c58/users?pageSize=25&pageNumber=1&joined=true&presence=AVAILABLE", "selfUri": "/api/v2/routing/queues/9b9d7b77-8558-4863-b553-75ae6b5a9c58/users?pageSize=25&pageNumber=1&joined=true&presence=AVAILABLE", "pageCount": 1 }
How can we correct this so that we can match only the status list that we shared or is there any other way to check for agents available both on queue and in all statuses beside out of office and offline.
Jason_Mathison | 2022-12-07 14:55:40 UTC | #2
Hi Judy,
Since this question is about the behavior of an API I suggest you re-ask it in the "Platform API" room, where you may have more luck finding a person skilled with this API.
--Jason
jheckbert | 2022-12-07 15:10:37 UTC | #3
Thanks! Will do!
John_Carnell | 2022-12-19 15:12:42 UTC | #4
This post was migrated from the old Developer Forum.
ref: 17544