HELP - API to determine on-queue agents with a specific ACD skill?

[GregP]

I need an API (ideally just a single API call that can accomplish this) that ultimately allows me to determine if, for a given queue, do I have any agents at all that are on-queue AND have a specific ACD skill.

The business logic will redirect the interaction to a different queue if there are no agents on-queue with the required skill (this last part is critical). I can easily determine how many agents are on-queue in general - I have that set up already. But that doesn't tell me if any of those on-queue agents also have the necessary skill for a given interaction.

Just need to be pointed to the right API to use for this with the hope that there's a single API call that would return either a list of agents who have the skill or a count of agents who have the skill (and are also on-queue).

[Eos_Rios]

Same answer as here just use skills instead of language.

GET /api/v2/routing/queues/{queueId}/members

[GregP]

Thank you a BUNCH! This was exactly what I was looking for and it works great!

[John_Carnell]

Hi Greg,

Here is a Python script that will go through each queue and then try to find all the agents who are online for that queue with that skill set.

It probably won't meet your exact needs but it demonstrates the API in action. Please note you need to install two libraries to use the script:
pip install prettytable
pip install PureCloudPlatformClientV2

The script is as-is and it's your responsibility to test it and modify it (No guarantees or warranties):

import os
import argparse
import PureCloudPlatformClientV2
from PureCloudPlatformClientV2.rest import ApiException
from prettytable import PrettyTable


def main():
    # Set up command-line argument parsing
    parser = argparse.ArgumentParser(description="Find agents on-queue with a specific skill across all queues.")
    parser.add_argument('skill_name', type=str, help='The name of the skill to search for.')
    args = parser.parse_args()

    # Retrieve environment variables
    client_id = os.getenv('GENESYSCLOUD_OAUTHCLIENT_ID')
    client_secret = os.getenv('GENESYSCLOUD_OAUTHCLIENT_SECRET')
    environment = os.getenv('GENESYSCLOUD_API_REGION')

    # Validate environment variables
    if not all([client_id, client_secret, environment]):
        print("Error: Missing one or more environment variables: "
              "GENESYSCLOUD_OAUTHCLIENT_ID, GENESYSCLOUD_OAUTHCLIENT_SECRET, GENESYSCLOUD_API_REGION")
        return

    # Configure the SDK
    PureCloudPlatformClientV2.configuration.host = environment
    api_client = PureCloudPlatformClientV2.api_client.ApiClient().get_client_credentials_token(client_id, client_secret) 

    # Create instances of the necessary APIs
    routing_api = PureCloudPlatformClientV2.RoutingApi(api_client)
    users_api = PureCloudPlatformClientV2.UsersApi(api_client)

    try:
        # Retrieve all routing skills to map skill names to IDs
        skills = routing_api.get_routing_skills()
        skill_map = {skill.name: skill.id for skill in skills.entities}

        # Check if the specified skill exists
        if args.skill_name not in skill_map:
            print(f"Skill '{args.skill_name}' not found.")
            return

        required_skill_id = skill_map[args.skill_name]

        # Initialize the table
        table = PrettyTable()
        table.field_names = ["Queue ID", "Queue Name", "Skill ID", "Skill Name", "User ID", "User Name"]

        # Initialize pagination variables for queues
        page_number = 1
        page_size = 100  # Maximum page size
        more_pages = True

        while more_pages:
            # Fetch a page of queues
            queues = routing_api.get_routing_queues(page_size=page_size, page_number=page_number)
            queue_list = queues.entities

            # Iterate through each queue
            for queue in queue_list:
                queue_id = queue.id
                queue_name = queue.name

                # Initialize pagination variables for queue members
                member_page_number = 1
                more_member_pages = True

                while more_member_pages:
                    # Fetch a page of queue members with expanded skills and presence information
                    members = routing_api.get_routing_queue_members(
                        queue_id=queue_id,
                        page_size=page_size,
                        page_number=member_page_number,
                        expand=['skills', 'routingStatus','presence'],
                        joined=True
                    )

                    # Filter members who are on-queue and have the exact required skill
                    for member in members.entities:
                        if any(skill.id == required_skill_id for skill in member.user.skills) and member.user.presence.presence_definition.system_presence=="On Queue":
                            # Fetch user details
                            user = users_api.get_user(member.id)
                            # Add row to the table
                            table.add_row([queue_id, queue_name, required_skill_id, args.skill_name, user.id, user.name])

                    # Check if there are more pages of members
                    member_page_number += 1
                    more_member_pages = (members.next_uri!=None)

            # Check if there are more pages of queues
        
            page_number += 1
            more_pages = page_number <= queues.page_count

        # Print the table
        print(table)

    except ApiException as e:
        print(f"Exception when calling API: {e}")

if __name__ == '__main__':
    main()

Thanks,
John Carnell
Director, Developer Engagement