topic Re: Can I get the current state of all WxCC agents in Webex for Developers

Can I get the current state of all WxCC agents

Sascha Monteiro — Tue, 16 Aug 2022 22:36:16 GMT

i.e. if I start my app and subscribe to agent webhooks I don't know what state they are in, listing all activities from /v1/agents/activities doesn't seem very usable as I don't know how far back I need to go

Re: Can I get the current state of all WxCC agents

david.macias — Wed, 17 Aug 2022 01:30:20 GMT

Wouldn't this be better handled by a subscription to events? You will still not know their state, but over time you'll get everyone's current state.

david

Re: Can I get the current state of all WxCC agents

Sascha Monteiro — Wed, 17 Aug 2022 02:56:28 GMT

yeah, I do that, but it can take hours or days if the agent has no new events, and if I i.e. restart my app or it's offline for maintenance I may miss events and agents may be reported incorrectly

Re: Can I get the current state of all WxCC agents

bill.king1 — Wed, 17 Aug 2022 12:28:41 GMT

Is there a reason you couldn't use an analyzer report for this? Is there a business case where you need to look at it directly vs. the GUI for instance?

Re: Can I get the current state of all WxCC agents

Sascha Monteiro — Wed, 17 Aug 2022 20:11:26 GMT

we are developing wallboards with queue & agent stats that go on TV's etc

Re: Can I get the current state of all WxCC agents

Arunabh Bhattacharjee — Fri, 16 Dec 2022 20:55:07 GMT

Today there are a few unfinished items in the below API for agentSession, as it is still early beta - however you should be able to

curl --location --request POST 'https://api.wxcc-us1.cisco.com/search?orgId=1c71287f-2f41-458b-b101-c4e616123554' \

--header 'Authorization: Bearer yourToken' \

--header 'Content-Type: application/json' \

--data-raw '{"query":"{\n # Agent Session \"All Fields\" example - Gets all the Agent Session fields - All fields in the ASR\n agentSession(from: 1658965592151, to: 1660845638003, \n filter: {isActive: {equals: true}}) {\n agentSessions {\n agentId\n userLoginId\n agentName\n agentSessionId\n isActive\n startTime\n endTime\n teamId\n teamName\n siteId\n siteName\n channelInfo {\n totalDuration\n channelId\n agentToAgentTransferCount\n agentTransferToQueueRequestCount\n availableCount\n blindTransferCount\n channelId\n channelType\n connectedCount\n consultAnswerCount\n consultAnswerDuration\n consultRequestCount\n consultRequestDuration\n consultToQueueAnswerCount\n consultToQueueAnswerDuration\n consultToQueueCount\n consultToQueueDuration\n consultToQueueRequestCount\n consultToQueueRequestDuration\n disconnectedCount\n disconnectedHoldCallsCount\n holdCount\n holdDuration\n idleCount\n idleDuration\n notRespondedCount\n notRespondedDuration\n outdialAgentToAgentTransferCount\n agentTransferToQueueRequestCount\n outdialBlindTransferCount\n outdialConferenceCount\n outdialConferenceDuration\n outdialConnectedCount\n outdialConnectedDuration\n outdialConsultAnswerCount\n outdialConsultAnswerDuration\n outdialConsultCount\n outdialConsultDuration\n outdialConsultRequestCount\n outdialConsultRequestDuration\n outdialCount\n outdialConsultToQueueAnswerCount\n outdialConsultToQueueAnswerDuration\n outdialConsultToQueueRequestCount\n outdialConsultToQueueRequestDuration\n outdialHoldCount\n outdialHoldDuration\n outdialNotRespondedCount\n outdialNotRespondedDuration\n outdialRingingCount\n outdialRingingDuration\n outdialTransferCount\n outdialWrapupCount\n outdialWrapupDuration\n ringingCount\n ringingDuration\n subChannelType\n availableDuration\n conferenceDuration\n connectedDuration\n consultAnswerDuration\n consultDuration\n consultRequestDuration\n consultToQueueAnswerDuration\n consultToQueueDuration\n consultToQueueRequestDuration\n holdDuration\n idleDuration\n notRespondedDuration\n outdialConferenceDuration\n outdialConnectedDuration\n outdialConsultAnswerDuration\n outdialConsultDuration\n outdialConsultRequestDuration\n outdialConsultToQueueAnswerDuration\n outdialConsultToQueueRequestDuration\n outdialHoldDuration\n outdialNotRespondedDuration\n outdialRingingDuration\n outdialWrapupDuration\n ringingDuration\n wrapupDuration\n transferCount\n wrapupCount\n }\n }\n }\n}","variables":{}}'

Re: Can I get the current state of all WxCC agents

Sascha Monteiro — Fri, 19 Aug 2022 04:13:39 GMT

thanks, I can get results if I leave state out, but this still requires the agent to have a state change within this from-to period?

Re: Can I get the current state of all WxCC agents

Arunabh Bhattacharjee — Fri, 19 Aug 2022 13:27:06 GMT

So this gives you the details of the agent session at that point in time, when you filter for active sessions

A session spans from a login to logout. One session record per logged in session for that agent
The state field will give you the state at that point in time when you make the request

For all past sessions you will see the state as logged-out

Let us know if you have any questions

Re: Can I get the current state of all WxCC agents

Arunabh Bhattacharjee — Fri, 16 Dec 2022 21:01:21 GMT

This has since been fixed - using AgentSession is the way to get the latest states.

https://github.com/CiscoDevNet/webex-contact-center-api-samples/blob/main/graphql-sample/allAgentSessionFields.graphql

Along with isActive

isActive