How to get agent utilization when agent assigned to multiple queues

[subhro]

We are using widget 1.0 for CHAT and agent utilization is 2 and we are using 2 queues.

Our requirement is :-

Total Number of interactions waiting in queues should be equal to twice the number of agents available on queue.

For example, if 1 agent is OnQueue, then number of interactions waiting in queue should be 2.
if 2 agents are OnQueue, then number of interactions waiting in queue should be 4.

We are currently using the API /api/v2/analytics/queues/observations/query to get count of OnQueueUsers and Interactions waiting in queue.

RequestBody:

{
"filter": {
"type": "and",
"clauses": [
{
"type": "or",
"predicates": [
{
"dimension": "queueId",
"value": "{queue_id_1}"
},
{
"dimension": "queueId",
"value": "{queue_id_2}"
}
]
}
],
"predicates": [
{
"dimension": "mediaType",
"value": "chat"
}
]
},
"metrics": ["oOnQueueUsers","oWaiting"]
}

We are fetching the sum of oOnQueueUsers in both queues and sum of oWaiting in both queues and using in formula, Total oWaiting = 2*Total oOnQueueUsers.
But the problem is, if one agent is available in two queues then total onQueueUsers comes as 2 and as a result it allows 4 interactions to wait in queue, where only 2 interactions should be allowed. Can anyone please help in achieving a solution for this?

[subhro]

Team, Can anyone please suggest

[tim.smith]

@subhro

if one agent is available in two queues then total onQueueUsers comes as 2

This is correct. Agents can be available in multiple queues. Your app/service should use notifications to keep up to date on queue membership and user routing status. With the raw data in hand, you can determine how you'd like to count agents that are members of multiple queues. This is necessary because you're attempting to calculate availability with a different meaning than how it's considered within Genesys Cloud.