Issues with endpoint for updating user routing status

Platform API
1

While testing the PUT /api/v2/users/{userId}/routingstatus endpoint in the API Explorer, I have come across multiple issues.

  1. Although the documentation claims there are multiple status options (OFF_QUEUE, IDLE, INTERACTING, etc), when I try to make a request with a status other than IDLE I get the following response:
    {
    "message": "Can only transition an agent's status to IDLE",
    "code": "bad.request",
    "status": 400,
    "messageWithParams": "Can only transition an agent's status to IDLE",
    "messageParams": {},
    "contextId": "8dfbb700-2d67-421e-b165-c288b4655520",
    "details": [],
    "errors": []
    }

  2. When I try to make a call using the IDLE status as directed by the previous error response, I instead receive a 404 response:
    {
    "message": "Agent ba1a224e-477a-4d02-b271-ca409ffab33b does not exist.",
    "code": "resource.not.found",
    "status": 404,
    "messageWithParams": "{entity} {id} does not exist.",
    "messageParams": {
    "id": "ba1a224e-477a-4d02-b271-ca409ffab33b",
    "entity": "Agent"
    },
    "contextId": "65af172e-3344-41dd-a6cf-1f220886cb32",
    "details": [],
    "errors": []
    }
    However, I am using my own userId, and making a call to the GET /api/v2/users/{userId}/routingstatus endpoint with my same userId works just fine and correctly returns my routing status.

How can I get the update user routing status endpoint to work correctly and find my clearly existing resource? Is it really only possible to use this endpoint to set an agent's routing status to IDLE?

Thank you,
Erica Rabinovich

2

Thanks for sharing the response info! This error is being propagated from a backend service and will require further investigation. While the response code of 400 indicates an issue with your request, this is unlikely to be the case as this error has a different meaning when considered in the context of what's throwing it. Please open a case with Genesys Cloud Care to have them look into the backend issue.

That behavior is intentional and is documented here: https://developer.genesys.cloud/api/rest/v2/presence/understanding_presence#set-routing-status. The product only allows the user to indicate their readiness to be included in the ACD assignment process; a user cannot control the process beyond that.

1 Like
3

What is the process for opening a case with Genesys Cloud Care?

4

Details about options to contact Care can be found here on the Resource Center:

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5

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