Queue size limit

[Yulduz_Sciarrillo]

Is there a way to set the queue size to limit the number of people waiting to chat with an agent? In the case that all agents are busy and the queue limit has been reached, we want to display a message to the user saying that noone is available to chat instead of putting them into the queue.

[anon90596342]

Hi,

Thanks for the question. For this scenario, I think you can work with queue stats and display notifications based on specific metrics. Here is the documentation for queue queries and how to get stats and metrics.
https://developer.mypurecloud.com/api/rest/v2/analytics/queue.html

Thanks

[Yulduz_Sciarrillo]

Thank you for your response.

So are you saying we can add an action in the chat flow to check whether agents are available when the customer starts a chat, and if not, send them a message saying no one is available? And separately, how can we find out whether there are agents in the queue who have not yet reached their utilization limit?