Agent monitoring (IPCC Express)

Question

Hi All,
I need to monitor agent activity i.e ready, not ready, logged in, on call etc. How do i go about programming such an application. Is this information available using TAPI/JTAPI?

Answer 1

Nauman,
Agent state activity gets logged in the SQL database. You could use a SQL query to check the current state. Here is an example query for agent1 and agent2 in Not Ready state.
USE db_cra
SELECT DISTINCT TOP 1 Resource.resourceLoginID, AgentStateDetail.eventType, AgentStateDetail.eventDateTime
FROM dbo.AgentStateDetail
INNER JOIN dbo.Resource
ON Resource.resourceID = AgentStateDetail.agentID
WHERE resourceLoginID = 'agent1' AND eventType = '2'
ORDER BY eventDateTime desc;
SELECT DISTINCT TOP 1 Resource.resourceLoginID, AgentStateDetail.eventType, AgentStateDetail.eventDateTime
FROM dbo.AgentStateDetail
INNER JOIN dbo.Resource
ON Resource.resourceID = AgentStateDetail.agentID
WHERE resourceLoginID = 'agent2' AND eventType = '2'
ORDER BY eventDateTime desc
Event Type values are (Login 1,Not Ready 2,Ready 3,Work Not Ready 6,Logout 7). You could save the query as a SQL script, then call it via OSQL to output the results to file or to variable in another script for alerting.
Example OSQL cmd line.
osql -E -S LABPUB1\CRSSQL -d db_cra -i c:\SQLScripts\AgentState.sql -o c:\SQLScripts\AgentStateresutls.txt
I've also have done this by turning up logging on one of the CRA log files then ran a script against the log for agent activity. Unfortunately that took more effort and I don't have those scripts anymore. Also I'm not sure how real-time this is, as I've never needed up to minute type stats. Mainly used for customers who wanted a secondary poll to make sure agents were available.
Please rate any helpful posts
Thanks
Fred