Agents' availability checks before call route to ACD Queue

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Hello there,
may be this query is already answer but not finding answer hence reposting if any one can route me with link or share steps need to follow for below scenarios: thanks, in advance
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.

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Hi zarifaz,

As far as I know, getting this data via a "Genesys Cloud Data Action integration" is still the only way to do this. See this post for details:

I also suggest voting for a similar idea, or creating one, in our idea tracking site:
https://genesyscloud.ideas.aha.io/

--Jason

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