How to detect customer calling to agent while the agent turn off queue?

[Viet_Bui_Tran_Thien]

Hi Genesys,
when a customer is calling the agent, how can I determine that they calling agent when all agents are off queue?
Does Genesys have any API to check that case?
Thank you for your help.

[jhwon]

I think you just need to monitor that queue.
That is, subscribe to the topic 'observations' or 'observations.details'.
If the number of waiting calls appears, you can assume that the customer is making a call and waiting to be connected to a representative.

Genesys Cloud Developer Center

[Viet_Bui_Tran_Thien]

Thanks @jhwon,
For the api "api/v2/conversations/%s" we can not get participants information when customer call agent, right?

[jhwon]

If you subscribe to the 'conversations' topic, you can receive events related to customer information when a customer calls an agent.

available topic : https://developer.genesys.cloud/notificationsalerts/notifications/available-topics#v2-users--id--conversations

ex). Call Handling (genesys.cloud)