Real time Agent state

[Curtis Fuentes]

                   Hi,

                               Can  UCCE provide real time agent state ?

[Gergely Szabo]

Hi.

Yes.

"Near-real time": use the _awdb.dbo.Agent_Real_Time or Agent_Skill_Group_Real_Time views.

Real-Time: use CTI OS, connect a monitor session and poll for statistics.

G.

[Curtis Fuentes]

Hi Gergely,

                     Thank for the quick response, but I am new to UCCE so I am not shore how to perform the above step is there a procedure out there that I can follow.

Thank you

[Gergely Szabo]

I see.

Do you speak any SQL?

G.

[Curtis Fuentes]

Very little just started learning due to UCCE.

[Gergely Szabo]

I see.

And what is it exactly you need that information for? A wallboard? Reporting?

G.

[Curtis Fuentes]

Trying to set up a wallboard that they can view the current state of the agents or at least run a report.

[Gergely Szabo]

Please, give me more details. Is it a web-based wallboard? What framework are you going to use? Do you have any idea what information you would like to present?

[Curtis Fuentes]

          Does anyone have a guied on how to create this ?

we need agent scheduled activity and actual activity, minutes out of adherence.

[Shalid Kurunnan Chalil]

Hi,

I ahving a problem with Agent real time data in DB.

I couldnt find any data in agent real time , agent skill group real time data..

but if i look in to skill group real time i can ssee data . could you please help me

[grebac.2ring]

Curtis, you could also use Cisco Finesse API to obtain this real-time information - https://developer.cisco.com/docs/finesse/ , but if you do not want to mess with coding and want a ready-to go solution, you could check out 2Ring Dashboards & Wallboards - https://www.2Ring.com/dw.  This solution is available on Cisco's price list, so any Cisco reseller can quote this for you. Also, a sample sequence of various layouts is available here for you to check out: http://www.2ring.com/TryItCisco