Get language skill and routing status

[Annie_Woerner]

Hello,

I have created a data action that allows me to view the routing status (number of idle agents on a queue) and it is working great. However, I want to add another layer where after it checks if there are idle agents, it then checks what language skills are assigned to those idle agents.

The goal is to have one queue for multiple languages, with a priority to route calls into that queue if there is an idle agent who can handle that language; and if not, to "overflow" and route it to another queue handled by vendor partners.

I thought I could add the additional layer to the existing data action I created; however, after trial and error all day I am unable to make it work.

If possible, I am trying to see if I can:

1. Prevent multiple API calls by combining the action into one.
2. Not have any agent userIDs hard coded into the architect flow.

Any suggestions?

Thanks.

Existing data action: /api/v2/analytics/queues/observations/query
Get-Number-of-Idle-Agents-in-a-Queue-20230807164946.custom.json (1.9 KB)

New data action: /api/v2/routing/queues/{queueId}/members
Get-Idle-Agents-by-Language-20230807165212.custom.json (1.8 KB)

[Charaf]

Hi @Annie_Woerner,

I've attached a new version of the Data Action you uploaded.

I tweaked the output contract to now give you a count of the IDLE agents by language skills.

The resulting number is called total. If there are agents in an IDLE routing status with the language skills you have specified, the total won't be 0 - It'll show the count.

However, if there aren't any agents meeting those conditions, total will be 0.

These numbers can help you decide whether there is an overflow situation or maybe stay in the inital queue.

Hope this maks things clearer!

Charaf,

Get-Idle-Agents-by-Language-v2-20230808112935.custom.json (1.6 KB)

[Annie_Woerner]

Thank you, @Charaf.

I uploaded the data action you attached and tested it. It appears that no matter what I test, the value is always resulting in 0 which makes me think it's taking the Translation Map Default path.

I've tried it with both the language name (e.g. English) and the language ID (e.g. b0518e4f-0309-429d-b767-7a86451d3249). I've also confirmed there are idle agents on the queue with those language skills. Is there something I'm doing wrong?

[Charaf]

Hi @Annie_Woerner,

Regarding your previously uploaded Data Action, the API endpoint appears as follows:

This implies that you are applying a language filter. However, based on the screenshot of the Queue Activity, it seems you intend to filter based on ACD skills, which isn't the same as language.

I have made some adjustments to the Data Action to consider ACD skill names instead of languages.

Here is an example where I have one IDLE agents with english ACD skill:

Below, you will find the updated Data Action.
Get-Idle-Agents-by-Language-v3-20230808151256.custom.json (1.6 KB)

Let me know if this resolves the problem.

Charaf,

[Annie_Woerner]

Hi Charaf,

Apologies for the confusion; I am using the languages and not the ACD Skills as a language.

Thanks.

[Charaf]

Hi @Annie_Woerner,

No problem

I would suggest using the Data Action I shared v2, and ensure that the agents have been assigned the appropriate language.
You can verify at the agent level (Admin/people).

I can confirm that the Data Action is working on my end.

Charaf

[Annie_Woerner]

Awesome, @Charaf! v2 is working exactly like how I wanted it to. You're the best! Appreciate your help on this!

[Charaf]

Glad that helped
My pleasure.

Charaf