Statistic for the current number of Available Agents in an Agent Group

Genesys Cloud Routing
1

Hi,

The members of the agent group, named “AG_Complaints”, only handle video interactions. When agents get logged in WDE, they get ready in Chat Channel and not ready in Voice.

What I want is to get the current number of available agents (with status READY) in AG_Complaints. However, CurrNumberWaitStatuses returns zero (0) when I am to query Stat Server, where this statistic is defined as follows:

  • Category: Current Number
  • MainMask: WaitForNextCall
  • Objects: GroupAgents,GroupPlaces
  • Subject: AgentStatus

So, is it because WaitForNextCall is monitored only for Voice-channel. If this is the case, what should be “MainMask” (i.e. DnAction) for IXN?

Hope that it’s clear.

Thank you in advance and cheers!

Eli

2

I’m not sure but I think dnaction is the way to go along with a filter to only consider the specific channel you’re interested in.

The other way around would be to limit what channels they can use so agentstatus reflects the channel the agents are using by limiting the wde role they’re assigned, if they only handle video interactions?

Br

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3

Hi,

Figured out the solution.

Thank you for support.

4

Which was? Would be nice to also share :wink: