Webex Search API total agents available

[maria-crowley]

I'm trying to write a guery to find out how many agents are currently available.

I have attached the query I'm currently using, and the response which gets total agents in available state.

However, if the agent is currently engaged in a call, and I run the query , it says that the agent is available. How would I change my query so that it returns a response only when agent is in available state, and not engaged.

[bill.king1 · Accepted solution]

Is it possible that the agent you're looking at is engaged in one channel but is still available for other channels (i.e. they're in a SMS engagment but still available for chat/voice) so that's why it is showing that they're available?