Queue capacity for a particular interaction (e.g. chat)

Platform API
1

Hi,

I am trying to find out if a particular queue has an agent available to handle a chat. I can achieve this when agents utilisations are 1 because I can check IDLE but when they are not 1 I have no way of telling.

e.g. I have an agent who has a utilisation of 3 chats and has 2 active chats, this agent can handle 1 more chat.

At the moment I am able to get the number of agents that are on queue from the v2.analytics.queues.{queueId}.observations subscription but this does not give me any information (that I can see) about the capacity of agents to take a particular interaction.

Is there anyway to achieve this?

Thanks

2

Hi,

This post from last year describes a similar problem to yours. Unfortunately, as the post describes, Genesys Cloud doesn't expose agent availability information so it might be best to share your use case on our ideas portal.

3

thanks for your information

4

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