Predictive Routing Skill Group Capacity Calculation via CLI

Genesys Cloud Routing
1

Is it possible to retrieve the calculated capacity for a specific skill group using the Genesys Cloud CLI or a direct API call?

We are automating capacity planning reports using Terraform and GitHub Actions. The goal is to validate that the genesyscloud_routing_emaildomain and associated routing configurations match the expected capacity metrics before promotion to production.

Current approach:

  1. Fetch routing strategy via genesyscloud_routing_strategy resource.
  2. Attempt to correlate with genesyscloud_routing_skillgroup.

The issue is that standard provider resources do not expose the real-time calculated capacity or the effective utilization percentage derived from the predictive routing engine. The dashboard shows these values, but the API documentation for /api/v2/analytics/report/definitions requires complex aggregation queries that are difficult to parameterize dynamically in HCL.

Running provider v1.52. Environment: APAC Sydney.

Error when attempting to query raw capacity metrics:

“404 Not Found: The requested resource /api/v2/analytics/query/metrics/routing/skillgroup/capacity does not exist or is not supported for this tenant.”

Need a method to export these calculated values for audit purposes without manual dashboard scraping. Any CLI flags or hidden endpoints known for this?

2

It’s worth reviewing at the GET /api/v2/routing/emaildomains/{emailDomainId}/capacity endpoint. The Genesys Cloud CLI does not expose a direct command for calculated capacity metrics, so you will need to invoke the REST API directly within your GitHub Actions workflow. This endpoint returns the current calculated capacity based on the configured utilization factors and agent availability, which aligns with the data needed for your Terraform validation steps.

From an AppFoundry integration perspective, relying on the CLI for complex routing metrics often leads to gaps in automation. The platform calculates capacity dynamically, meaning static configuration checks via Terraform alone are insufficient for real-time validation. Ensure your service account has the routing:emaildomain:view permission. Also, be mindful of rate limits if you are iterating over multiple domains in a loop; implementing a simple delay between requests prevents hitting the 429 threshold during peak CI/CD runs.