Count the number of Idle agents of a queue taking account the Agent capacity ( Utilization ) by using a Data Action

[SAMY]

Hello,

We want to get the number of IDLE Agents of a queue but taking account the capacity of agents ( Utilization ) using Genesys Cloud API.

Have you an idea please ?

Exemple :

Queue1 has one agent with utilization capacity to 3.

Agent is on interacting status with one interaction.

We want to get API result : 2 ( 2 = 3 -1 ) and not 0 ( Nb IDLE agent : 0 ).

Thank you for your help.

Best regards

[jacobshaw]

Hi @SAMY
First off, here's a past thread that addresses getting the number of Idle agents using a data action:

Count the number of Idle agents by using a Data Action

Hello, I would like to know if it is possible to count the number of IDLE agents based on a Data Action. I use the /api/v2/routing/queues/{input.queue_id}/users?skills={input.skill}&routingStatus=${input.status} to retrieve the user information from the queue based on the Queue ID, the Skill and the status (Idle in this case). The Data Action runs and I get a result in JSON, but I would like to count the status Idle so that when I have a value >0 then I can route that call via a pre-call rule…

As for accounting for utilization capacity, it's unclear if this is possible based on these threads which nonetheless provide some helpful information:

Queue capacity for a particular interaction (e.g. chat)

Hi, I am trying to find out if a particular queue has an agent available to handle a chat. I can achieve this when agents utilisations are 1 because I can check IDLE but when they are not 1 I have no way of telling. e.g. I have an agent who has a utilisation of 3 chats and has 2 active chats, this agent can handle 1 more chat. At the moment I am able to get the number of agents that are on queue from the v2.analytics.queues.{queueId}.observations subscription but this does not give me any inf…

Agent metrics for chat interaction

Hello, I would like to know how we can retrieve for a specific time, how many chat interaction are handled for each agent in order to propose the widget chat from the website. (if agent can handle chat, the customer can start a chat trough widget, if not the widget is hidden). This API is used : api/v2/analytics/queues/observations/query with this request : { "filter": { "type": "and", "predicates": [ { "type": "dimension", "dimension": "mediaType", "operator": "matches", "value": "ch…

However, there are API resources that give agent utilization settings which you may be able to leverage with a data action in conjunction with the GET /api/v2/routing/queues/{queueId}:
GET /api/v2/routing/utilization
GET /api/v2/routing/users/{userId}/utilization