Get OnQueue users via api/v2/analytics/queues/observations/query

Platform API
1

Hi,

I am trying to get the number of Users "On Queue" so that I can build an alert around this if there is nobody on Queue

I am using the API -api/v2/analytics/queues/observations/query with the following body below

But when I use the query, rather than getting the On Queue users, I get the "Interacting"

Since this queue takes voice and email, there may be a number of interactions ongoing even when experts are Off Queue

When I use the oOnQueueUsers metric, rather than getting the 4 agents currently online, it comes back with

metric: oOnQueueUsers
qualifier : Interacting
status
count : 9

How do I pull the "On Queue" users ? Is there a different qualifier I need to use?

{
"filter": {
"type": "or",
"predicates": [
{
"type": "dimension",
"dimension": "queueId",
"operator": "matches",
"value": "******************************"
}
]
},
"metrics": [
"oOnQueueUsers"
]
}

2

Hello,

I think you are confusing presence status and routing status.

The oOnQueueUsers will give you the numbers of agents whose presence status is set to "On Queue".
Agents who are in Queue can have zero conversation in progress (presence status == On Queue and routing status == IDLE), or can have conversations in progress (presence status == On Queue and routing status == INTERACTING).

Your response (count 9) just means that you have 9 agents logged in and with presence On Queue. But all of them are currently working on a conversation (qualifier: INTERACTING).

Regards,

3

Thank you @Jerome.Saint-Marc for your reply.
yes, I might well be confusing things
If you look at the queue in Genesys, I need on the ones that are On Queue as far as their login status, not their routing status.
When testing, I had no users On-Queue but because some were still Interacting offline ( because they are email interactions ) The count was 9. If this was a Voice Queue, there would obviously be nobody Interacting
Thanks

4

Note that you can also leverage the GET /v2/routing/queues/{{queueid}}/members endpoint
See this other post

Regards,

5

Thanks @Jerome.Saint-Marc I also saw this same person having the same issue In this thread

The way I got around it was by using the following metric

"metrics": [
"oUserPresences"

Then I looked for the "oUserPresences" presence and Qualifier that matched the On Queue numbers and triggered off that.

6

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