Agent state after change

joe.conger · ‎08-07-2009

I've got a custom-written wallboard to monitor agents and traffic real-time. When I change a competance level or remove a skill, the agent's records are no longer available in the AgentStateDetail table. Because of this, the agent's status is unknown until there is a change (a new entry in AgentStateDetail is created). Is there a way around this?

stephan.steiner · ‎09-16-2009

I can't speak about the database, but if you're using a http trigger with a script behind to get agent states, you should always get the appropriate information. Our own agent state display uses that approach and it works quite well (we coupled it with a jtapi based app that monitors phone states and requests the agent state when the phone state changes)