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LB

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Agent's toolbar showing stat values
« on: January 01, 1970, 12:00:00 AM »
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I want to show queue length and total_not_ready time for each agent in agent's toolbar. How can I do that in a way not to kill StatServer?
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Peter

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Agent's toolbar showing stat values
« Reply #1 on: January 01, 1970, 12:00:00 AM »
You maybe interested in a product I have developed; CCSPI Desktop Reader Board.

CCSPI is a small application (doesn't take up much screen space) that provides queue depth, queue age and agents ready information for each agent. In addition it allows messages to be sent to each agent and for agents to monitor their own personal telephony statistics.

Although the statistical information displayed by CCSPI can't be incorporated into your desktop application I think you'll find that CCSPI will happily coexist with your application on the agent desktop. CCSPI functions in this way on over 1,000 seats throughout the world.

Further information can be found at http://www.circleconsulting.co.nz/ccspi.htm.

Please drop me an email if you need any further information.

Peter
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Marked as best answer by on Today at 08:31:35 PM

Ralph

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Agent's toolbar showing stat values
« Reply #2 on: January 01, 1970, 12:00:00 AM »
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    • Besides this you might want to develop your own tool via Genesys Statistics SDK. It gives you the ability to program whatever real ime stats client you want to do. However it is not too easy. You do need to leverage Genesys Session API (via SOAP/HTTP) and in addition Genesys Stats SDK. So maybe Peter's option is the better if you do currently not have Web Services skills on board.

    Ralph


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    LB

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    Agent's toolbar showing stat values
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
    Do you connect directly to StatServer? Doesn't it make problems when many concurrent agents' application read data from StatServer?
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    Peter

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    Agent's toolbar showing stat values
    « Reply #4 on: January 01, 1970, 12:00:00 AM »
    Sorry for the delay in replying.

    The way our CCSPI Desktop Solution is designed, it doesn't place any significant load on StatServer if there are hundreds of agents using stat values. Our solution uses a component named "MiniStat" to interface with StatServer and broadcast statistical updates to the desktop reader board client installed on each agent's PC. MiniStat is the only additional StatServer client; agent's do not directly connect to StatServer. MiniStat caches all statistics and can distribute them to up to 1024 reader board clients.

    A key design criteria of the CCSPI Solution was to ensure that minimal additional load was placed on StatServer and we have achieved this using this architecture.

    Cheers
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