Agents in a Queue

1

Hi Folks

Like a lot of the questions asked in the forum, I am new to Purecloud development.

I am looking to get a list of agents in a queue, I have worked through getting the number of agents in a queue (besides some confusion on the actual agents "off-Queue" I have that working, I have also worked through getting the list of all users.

I just don't see where I can correlate the users with the queue they are in.

Any help much appreciated.

(I am using the IOS SDK).

j.

3

Hello,

You can get the members of a queue with getRoutingQueueUsers: https://developer.mypurecloud.com/api/rest/client-libraries/ios/RoutingAPI.html#getRoutingQueueUsers

You will also need to define the expand parameter "routingStatus" and "presence".
Using presence in expand, you will know the presence of each user (if the user is "On Queue" or in an other presence state).
Using routingStatus (and if the user is "On Queue"), you will see the routing state of that user (if he is IDLE, waiting for a conversation, or if he is "INTERACTING", working on a conversation).

Regards,

4

Hey Jerome,

Thanks that is exactly what I was looking for, very much appreciate your help.

There are so many. API classes it's tough to know where to look.

Have a GREAT day!

j.

5

This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.