Hello. I am managing our multi-org setup and I want to implement a self-healing routing strategy. We have a problem where our main support queue hits a high abandon rate during lunch breaks. I want to build an Architect flow or a background process that automatically adds a ‘Backup Support’ skill to our sales agents if the abandon rate for the support queue exceeds ten percent. How can I monitor the abandon rate in real time and trigger a bulk update for agent skills via the API?
Hey. This is a classic capacity problem. I have seen our remote agents struggle with this.
You should not do this inside an Architect flow because the flow only knows about the current call. You need a separate worker script that polls the /api/v2/analytics/queues/observations/query endpoint for the ‘nAbandoned’ metric.
When you hit your threshold, you use the /api/v2/users/bulk endpoint to update the skills for your sales team. Just remember to remove the skills once the abandon rate drops!
As an admin for our on-premise Edge servers, I must warn you about the impact of bulk skill updates on the routing engine. If you update the skills for fifty agents at the same time, the Edge servers have to recalculate the routing table for every active call. This can cause a temporary spike in CPU and might even lead to one-way audio if the Edge is already under heavy load.
I recommend staggering your skill updates in smaller batches to protect your hardware performance.
batching is the right call for the API side, but don’t sleep on the Edge recalc overhead. is spot on. if you blast 50 updates at once, the routing engine has to re-evaluate every single active conversation in that skill group. you’ll see latency spikes.
here’s how i handle it in the client app sdk to keep things smooth. use the bulk endpoint but chunk the requests. also, make sure you’re checking the routingStatus before you add the skill. no point adding a skill to an agent who’s already offline or away.
const { PlatformClient } = require('genesys-cloud-platform-client');
const client = PlatformClient.v2();
await client.login();
const users = await client.UsersApi.getUsers({
expand: ['routingProfile'],
query: 'routingProfile.routingStatus:available' // only target available agents
});
const batchSize = 10;
const chunks = [];
for(let i = 0; i < users.length; i+=batchSize) {
chunks.push(users.slice(i, i + batchSize));
}
for(const chunk of chunks) {
const updatePayloads = chunk.map(user => ({
id: user.id,
routingProfileId: user.routingProfile.id,
// assuming you have the new profile ID ready
// or you'd need to fetch the profile, add the skill, and update the profile instead
// updating users directly is faster but requires careful profile management
}));
// actually, better to update the Routing Profile via /api/v2/routing/profiles/{id}
// rather than users. updating a profile affects all users assigned to it.
// much less overhead than updating 50 user objects.
await new Promise(r => setTimeout(r, 500)); // small delay between chunks
}
wait, scratch the user update. that’s inefficient. update the routingProfile instead. if your sales agents share a profile, just swap the profile or update the skills on the profile itself. /api/v2/routing/profiles/{profileId}. that hits the Edge once, not fifty times. saves a lot of headache.
look, i’m a react native dev, so i don’t deal with backend workers, but i see this pattern all the time in mobile apps trying to stay in sync with gen cloud. the idea of blasting PUT /api/v2/users calls is dangerous. you’ll hit 429s fast, and worse, you’ll cause state desync.
if you’re building this logic, don’t just poll. use the websocket events for routing.user.skillgroup changes if you can, or at least debounce your api calls. but more importantly, check the current skill set before you mutate. if an agent already has the skill, you don’t need to update. it’s wasted bandwidth.
here’s a quick js snippet for the fetch logic i use in my app to update a single user’s skills safely. it’s not bulk, but it’s safer than hammering the bulk endpoint without checking ETags.
async function addSkillToUser(userId, skillId, accessToken) {
const response = await fetch(`https://api.mypurecloud.com/api/v2/users/${userId}`, {
method: 'GET',
headers: { 'Authorization': `Bearer ${accessToken}` }
});
const user = await response.json();
// avoid duplicate skills
if (user.skills && user.skills.some(s => s.id === skillId)) {
console.log('skill already exists');
return;
}
const updatedSkills = user.skills ? [...user.skills, { id: skillId }] : [{ id: skillId }];
await fetch(`https://api.mypurecloud.com/api/v2/users/${userId}`, {
method: 'PUT',
headers: {
'Authorization': `Bearer ${accessToken}`,
'Content-Type': 'application/json',
'If-Match': response.headers.get('etag') // crucial for concurrency
},
body: JSON.stringify({ ...user, skills: updatedSkills })
});
}
watch out for the ETag. if you skip If-Match, you’ll overwrite changes made by other processes. and yeah, batching 50 agents at once? bad idea. do it in chunks of 5 or 10 with a 500ms delay. the routing engine isn’t a database, it’s a real-time engine. stress it too hard and you’ll get weird routing behavior. i’ve seen calls drop when the skill group cache invalidates mid-call. just something to keep in mind.