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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Ali on May 18, 2020, 10:39:18 PM

Title: Statistic for the current number of Available Agents in an Agent Group
Post by: Ali on May 18, 2020, 10:39:18 PM

Hi,

The members of the agent group, named "AG_Complaints", only handle video interactions. When agents get logged in WDE, they get ready in Chat Channel and not ready in Voice.

What I want is to get the current number of available agents (with status READY) in AG_Complaints. However, [b]CurrNumberWaitStatuses[/b] returns zero (0) when I am to query Stat Server, where this statistic is defined as follows:

[list]
[li]Category: Current Number[/li]
[li]MainMask: [b]WaitForNextCall[/b][/li]
[li]Objects: GroupAgents,GroupPlaces[/li]
[li]Subject: AgentStatus[/li]
[/list]

So, is it because [b]WaitForNextCall[/b] is monitored only for Voice-channel. If this is the case, what should be "MainMask" ([i]i.e.[/i] DnAction) for IXN?

Hope that it's clear.

Thank you in advance and cheers!

Eli

Title: Re: Statistic for the current number of Available Agents in an Agent Group
Post by: gen_rtfm on May 19, 2020, 01:29:07 PM

I'm not sure but I think dnaction is the way to go along with a filter to only consider the specific channel you're interested in.

The other way around would be to limit what channels they can use so agentstatus reflects the channel the agents are using by limiting the wde role they're assigned, if they only handle video interactions?

Br

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Title: Re: Statistic for the current number of Available Agents in an Agent Group
Post by: Ali on May 21, 2020, 10:11:10 AM

Hi,

Figured out the solution.

Thank you for support.

Title: Re: Statistic for the current number of Available Agents in an Agent Group
Post by: cavagnaro on May 21, 2020, 09:08:47 PM

Which was? Would be nice to also share  ;)