ACD queue routing based on if queue has agents logged in

I'm attempting to setup the following:
If a call comes into the ACD queue and no agents are logged in, the call can take one route.
If a call comes into the ACD queue and no agents are available, it would take a 2nd route
If a call comes into the ACD queue and an agent is available, it would take a 3rd route.

I understand that I can route based on a time out trigger, but if a call comes into queue where no agents are logged into, I don't want the caller to sit until a timeout, I want to progress the call immediately.

Thank you for any suggestions or input you could offer.
-Brandon Wilch

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Unfortunately, it isn't currently possible to make routing decisions based on queue availability statistics. However, I've added your request to PURE-938, which is currently scheduled to start in Q2.

Tim is correct that this capability does not currently exist in architect. It is possible to create a custom PureCloud Integration action to get at some of this data. Please read this whole post, there are some major limitations.

Figuring out if there are no agents logged into a queue is pretty safe. The following contracts and configuration will return how many users are active in a queue by checking the status of all members of the queue. You can find the queue_id for a queue by going to the queue in the admin UI and grabbing the ID from the URL, it is a GUID that will be formatted like this "225b0345-2ae8-4de8-8b3b-d44c1cb57921". If this action returns 0 then you can be sure that there are no agents currently logged into the queue. A value > 0 indicates that there are agents on-queue, but there are a lot of reasons why the call might not be answered, like agents not having required skills or agents logging out of the queue.

Input Contract
{
"$schema": "http://json-schema.org/draft-04/schema#",
"title": "Get Number of Agents Logged Into Queue Request",
"description": "A user ID-based request.",
"type": "object",
"required": [
"QueueID"
],
"properties": {
"QueueID": {
"type": "string",
"description": "The Queue ID."
}
}
}

Output Contract
{
"$schema": "http://json-schema.org/draft-04/schema#",
"title": "Get User Routing Status Response",
"description": "Agents logged into queue.",
"type": "object",
"required": [
"Agents Logged Into Queue"
],
"properties": {
"Agents Logged Into Queue": {
"type": "number",
"title": "Agents",
"description": "Agents logged into queue. A value > 0 does not guarentee that an interaction sent to this queue will be answered."
}
}
}

Request Configuration
{
"requestUrlTemplate": "/api/v2/routing/queues/${input.QueueID}/users?presence=$esc.url('On Queue')",
"requestType": "GET",
"headers": {},
}

Response Contract
{
"translationMap": {
"Agents_Logged_Into_Queue": ".total" }, "successTemplate": "{\n \"Agents Logged Into Queue\": {Agents_Logged_Into_Queue}\n}"
}

If you want to dig into the details of agents on the queue there is a different way to use the API. Instead of using agent presence you can check on agent routing status. For example, this should return the number of agents who are on-queue and not on any type of interaction:
/api/v2/routing/queues/${input.QueueID}/users?routingStatus=IDLE

Routing Statues are described in this article:
https://developer.mypurecloud.com/api/rest/v2/presence/understanding_presence.html

I talked with the developers behind this, and they cautioned that it is critical that you have a fallback plan for your queues. The stats are for a point of time, not a guarantee that the queue will still be in the same state by the time a call is transfered there.

Another note, these APIs are not necessarily very scalable. There could be issues using them with big/busy queues, and are absolutely not appropriate for driving wallboards. Consider this at best a stop-gap until Architect includes first class support for this use case with PURE-938.

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