Detect if No Agents on Queue

1

Hey team,

In Architect is it possible to detect if there are no agents on queue and from there, send the caller to voicemail (or something similar)?

I have done a bit of research on this one but so far have come up empty.

Cheers

2

Hello,

If you are trying to get the numbers of active agents registered in the queue from Architect (I mean agents in On Queue status and assigned to a particular queue), you will have to define and invoke a Genesys Cloud Data Action from your flow.

The Genesys Cloud Data Action (to be defined/configured) could invoke the Query for Queue Observations, use a dimension filter with the queueId of the Queue you want to check, and request the oOnQueueUsers metric.

Some additional info on the Queue Observations Query here.
And a tutorial showing how to leverage it in a nodejs or python script here. The tutorial is not about defining a corresponding Data Action, but it may help understand how the request is shaped and how is the result can be processed.

Regards,

3

Also, please vote for this idea and make sure that it handles your use case:
https://genesyscloud.ideas.aha.io/ideas/CLSELF-I-33

4

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