Count agents logged in in a Queue

[cavagnaro]

Hi guys,
With which function do I can get the number of logged in agents or ready agents in a Queue?
Is this possible? No VAG...just a simple group.

[barleycorn]

within a routing strategy, or from an SDK?

[jbobinsk]

You can do this through registering Queue (ACD Queue) in TServer and send request QueryAddress with value 11 (AddressInfoQueueLoginAudit). This gives you response addressInfo where in Extensions section you will see tree of key/value in such order
- DN1
-- AgentLogin1
- DN2
-- AgentLogin2
- DN3
-- AgentLogin3

Of course this request tells you who is logged in in the queue.
Regards
jbobinsk

[cavagnaro]

Hum nice for SDK! But how about strategy? I would like to overrule hours if an agent is still logged in. Tried with Stats but seems not to work.

[jbobinsk]

I had problem with statistics when I was using skills, but I go around it by expanding group and checking all individual agents about their status.
Another way is to prepare custom server for such functionality (with tlib connection).

Regards
jbobinsk

[cavagnaro]

Yup that sounds nice when I will do info with SDK, however I need to do this on a IRD strategy.

[jbobinsk]

Could you clarify what is your goal?

jbobinsk

[cavagnaro]

In a normal strategy i have working hours, from 7am to 6pm route calls to agents, otherwise route to a voice guide to indicate working hours. NOw customer would like that if an agent is still logged in to overrule the hours validation and send the call to the agent even if it is 8pm...

[jbobinsk]

OK, now I understood.
So I'd prepare strategy using expand group function which list all agents declared in the group, then check in statserver status of individual agents (one after another) using statistic StatAgentsTotal - and if I retrieve result 1 on any query I'd break the loop and go to Target Selection, if not I'd go to time check blocks.
I did similar configuration and it works fine.

Regards
jbobinsk

[cavagnaro]

Using Sdata with StatAgentsAvailable did the work.
Thanks

[kanjan]

Hi

Need to know -how to store the business hours  & After hours in CME through the list object under transactions
In a Routing strategy ,fetch the list value stored in CME to route the  calls to agents during business hours , otherwise play treatment to indicate working hours. Please suggest

[cavagnaro]

Open a new thread, your question has nothing to do with original.

[kubikle]

Sorry, won't StatAgentsAvailable return 0 if ALL agents are on calls (all busy)? Probably StatAgentsTotal is better in this respect.

[KBS]

What about just creating a statistic in IRD to count the number of agents logged in? I think in IRD it would be built as "Not Logged Out".
We're using this statistic to determine if a call targeting an agent group should wait for the agent group (agents logged in) or not (agents logged out)