CISCO ICM 9.0 - How many objects are configured in UCCE.

[Zapparoli]

Hi folks,

My name is Eric and I would like to know how can I do to find how many objects are configured in UCCE environment. There are any local/tool to see these informations below?

Total number of Supervisors configured

Total number of Teams configured

Number of Agents per Team

Number of Agents per Supervisor

Average skill groups per agent per team

Max skill groups per agent per team

Number of monitor mode clients connected to the CTIOS server pair

Thank you in advance.

Best Regards,

Eric.

[david.macias · Accepted solution]

You'll have to do some SQL queries, hope this gets you started in the right direction.

Total number of Sups configured:

SELECT [SkillTargetID]
      ,[PersonID]
      ,[AgentDeskSettingsID]
      ,[ScheduleID]
      ,[PeripheralID]
      ,[EnterpriseName]
      ,[PeripheralNumber]
      ,[ConfigParam]
      ,[Description]
      ,[Deleted]
      ,[PeripheralName]
      ,[TemporaryAgent]
      ,[AgentStateTrace]
      ,[SupervisorAgent]
      ,[ChangeStamp]
      ,[UserDeletable]
      ,[DefaultSkillGroup]
  FROM [cust_awdb].[dbo].[Agent]
  WHERE SupervisorAgent = 'Y'
GO

david

[Jameson Gagnepain]

Eric,

The Diagnostic Framework Portico (available starting UCCE 8.0 or 8.5 I believe) would give you access to the active monitor mode connections through the "GetPerformanceInformation" command.

For the rest, a custom report could be built in CUIC to gather the information for you. Everything besides the active monitor mode clients would be configuration data and easily available in the AWDB. If you don't have access to build your own CUIC reports, you could put together a saved SQL query to run as needed directly on the AW/HDS server.

-Jameson

[Zapparoli]

Jameson,

Can I run GetPerformanceInformation in business hour or only in a low peak business hour?

Thanks

[Jameson Gagnepain]

Eric,

You can run it any time, it's not resource-heavy.

-Jameson

[Zapparoli]

Thank you Jameson!