Removing totals counts from the queue users GET query

Category: API

Summary: The API endpoint to get members of a queue will change to improve performance and stability, but some fields will no longer be present in some cases.

Context: The /api/v2/routing/queues/{queueId}/users endpoint allows advanced filtering options, which alter how the request is processed on the backend. Two filters, presence and routingStatus, have to use a code path where getting the total counts of matching users is expensive. To improve performance of the endpoint and stability of the service, the response from this endpoint, when using a presence= or routingStatus= query parameter, will change such that the total, pageCount, and lastUri fields will not be populated.

Impact: Users expecting these fields to always be populated will have to update their systems to stop expecting their presence, at least when the presence= or routingStatus parameters are used.

Date of Change: Not before December 16, 2019.

Impacted APIs: GET /api/v2/routing/queues/{queueId}/users with query parameters of presence= and / or routingStatus=. Note: for purposes of this change, the use of expand=presence or expand=routingStatus query parameters does not make a difference.

Hello Seth

Thank you very much for advising the API updates for /api/v2/routing/queues/{queueId}/users.

We are using this endpoint, the total field and the presence/routingStatus = to find the number of agents on queue in particular statuses.

Please, would you have a suggestion on what we could migrate to, to continue this functionality?

You should be using the queue observation query for this.

Hello Tim

Thank you very much for your response, I sincerely appreciate your continued support.

1 Like

nextUri will still be present if there are more pages of users, right? so iterate until nextUri is no lover returned?

correct. nextUri will still be there.

note, date of change has been pushed back to "Not before December 16, 2019".

Is there any API or update of its own that filters by interaction eg voice, email and chat?

FYI: we're planning to deploy this change early in the new year.

Have there been any updates regarding this recent API and that changed with it?

Are you looking for information other than this?

I'm not sure what you're looking for. Can you make a new post and describe the issue/requirement you're trying to solve?

Hi,
I updated my existing Data Action, because in my case, I need to retrieve idle agents on queue with skills.
It’s not possible to filter on skills with this API : "/api/v2/analytics/queues/observations/query"

I updated my existing DataActions to retrieve, not the total, but the number of entities (I need to retrieve less than 100 items).
/api/v2/routing/queues/{input.QUEUE_ID}/users?joined=true&routingStatus=IDLE&skills={input.SKILL}

I replaced in the output:
"translationMap": {
"agents": "$.total"
},

By

"translationMap": {
"agents": "$.entities.size()"
},

What do you think ? It will continue to work ?

Hello, we are still working on it. Do you have more precise information on the deployment planning ?

yes Alexis, that should work. that would give you the number of entities found in the first page. depending on your page size parameter, that can be up to 100.

we haven't established a specific release date yet. do you know when you'll be ready?

After the 20/01 would be perfect. thank you

okay, we'll wait until after Jan 20. we have delayed this several times, so I hope to not delay the release date again.

Good afternoon,

We have the following problem, Before we were using the API / api / v2 / routing / queues / {queueId} / user, but on 26/11 this API was working differently and when we went to see the fields it had New fields. After correcting the problem of delivering simultaneous voice and email calls to the agent, we found that in an IVR function that reported the average waiting time for queued voice interactions, it was counting the time for voice and e-mail interactions. mail and informing the customer of a very high waiting time

We were using the native platform prompt, to enter the estimated time in the queue, selecting to enter only VOICE interaction time, would you tell me if any changes were made to this prompt?

I'm not aware of any changes that would explain the behavior you're describing. Please open a case with PureCloud Care to investigate.

this change finally hit production! it has been deployed to several regions already and will hit the rest probably within the day.