WDE - Show Agent list to the client

[NickCave]

How can I do to show the customer an available agents list in the web chat page?

Thanx in advance!

[cavagnaro]

Natively can't
You would have to develop something with PSDK and show in the HTML interface
What for may I ask? and what does WDE has to do with it?

[NickCave]

This company wants customers can choose which agent to talk to. The agents use the WDE for chat interactions.

[cavagnaro]

Well...that kills the whole idea of queuing and Genesys solution
Time optimization, agent overflow
I'd go a little bit deep in the why and what for. Try to do a better solution. Customer can ask anything but it is our job to guide him as experts


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[Rutger]

I fully agreed with Cavagnaro. Maybe you can think of LCA (last called agent) to route the chat to the agent that handled the last interaction with this customer (if applicable).
[url=https://docs.genesys.com/Documentation/Composer/8.1.4/Help/LastCalledAgent]https://docs.genesys.com/Documentation/Composer/8.1.4/Help/LastCalledAgent[/url]

[NickCave]

Each Agent is a specialist in certain topics, so they want to allow the customers to select the agent available according to the topic of their interest.  For this reason I need to know what agent is available at that moment!

[cavagnaro]

Jummm then do the logic at your Web...identify the customer need and route to an agent with Skill based on his needs...

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[cavagnaro]

Regarding your Pm

Espaņol?
Yeah imagined something like that
Well, Genesys focus is different, that is a choose your agent based, but Genesys focus on the mass, so there is no default way to do that, is a customization you will have to develop something as said based on PSDK and statistics to know the agent status.
Is that efficient? Can't say, depending on business model
You only show free agents with the risk of an agent never getting a single interaction, if for business model it is ok then develop it

For global context, the OP sent me a PM where a travel agency was shown on which customers choose the agent they want to talk with, more than agent was a sales representative. However I personally would go deeper.
Identify customer, send his chat to preferred agent, if new, send to the pool, if agent is not available then send to a second one.
So I have metrics and more rich information for later to explore.
But that is me [emoji4]

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[NickCave]

last question, I'm very grateful to you for all your help!!

Can genesys answer a question from the chat page like "GetStatus(AgentID1)"?

[cavagnaro]

Yes, but again, will depend on PSDK or maybe URS Stats via HTML call.
Chat is that, a Chat widget only. You are trying to get another layer in your frontend, web.