This document was generated from CDN thread
Created by: Kevin Pickard on 25-11-2013 11:00:27 AM
We are using the Finesse API to get queue statistics. These queue statistics though appear to only be for the queues defined on the PG that Finesse is connected to (ie. not across the whole UCCE that PG is connected to). If there is another Finesse connected to another PG with different queues (but both PGs connected to the same UCCE), is there a way for a gadget on say Finesse 1 (connected to PG1) to get queue statistics that would be available to Finesse 2 (connected to PG2) when both PG1 and PG2 are on the same UCCE? I think I already know the answer to this but I just want to make sure.
Subject: RE: New Message from Kevin Pickard in Finesse - General Questions: Queue St
Replied by: David Lender on 25-11-2013 11:18:28 AM
A Finesse gadget cannot get stats for another PG other than the one Finesse is connected to.
Subject: RE: Queue Statistics across PGs
Replied by: Kevin Pickard on 26-11-2013 07:30:42 AM
Thanks David. That is what I suspected.
Subject: RE: Queue Statistics across PGs
Replied by: Jin Tiam Loh on 07-12-2013 01:54:16 AM
hi all,
the current queue stats API only allows getting queues in call + agent statues OR we can get more than that?
how about SLA or Abandon rates?
thanks!
-JT-
Subject: RE: Queue Statistics across PGs
Replied by: Arul Selvan on 08-12-2013 11:18:48 PM
Hi Jin,
if you want the information for the limited user you can directly hit the realtime database table and get it.
David,
we also expecting the same over the API, is it any configuration or setting is there to get all the queue realtime stat over the API ?
Thanks,
Arul Selvan
Subject: Re: New Message from Arul Selvan in Finesse - General Questions: RE: Queue
Replied by: Jin Tiam Loh on 08-12-2013 11:33:35 PM
Hi Arul
Are u refering to the *Real_Time tables? And i can access it directly from Finesse through direct DB query lookup?
Thanks!
-JT-
On 9 Dec, 2013, at 12:18 PM, Cisco Developer Community Forums <cdicuser@developer.cisco.com> wrote:
> Arul Selvan has created a new message in the forum "General Questions": -------------------------------------------------------------- Hi Jin,
> if you want the information for the limited user you can directly hit the realtime database table and get it.
>
> David,
> we also expecting the same over the API, is it any configuration or setting is there to get all the queue realtime stat over the API ?
>
>
> Thanks,
> Arul Selvan
> --
> To respond to this post, please click the following link: http://developer.cisco.com/web/finesse/community/-/message_boards/view_message/22099171 or simply reply to this email.
Subject: RE: Re: New Message from Arul Selvan in Finesse - General Questions: RE: Qu
Replied by: Arul Selvan on 08-12-2013 11:56:53 PM
Yes Jin, you can do direct DB query lookup but you have to consider load.
Subject: RE: Queue Statistics across PGs
Replied by: Jin Tiam Loh on 10-12-2013 05:18:04 AM
Hi,
This question is more related to architecture/bandwidth which im still scratching my head or maybe its not as complicated as i think
Since my Finesse agents will be distributed, there's some bandwidth requirement to be determined.
a) When we have CUIC gadget (permalink) within Finesse, do it means the connectivity is between (CUIC-Finesse Server-Finesse Client) or (CUIC-Finesse Client)
b) When i'm using agent/queue stats API to get calls in queue, the connectivity is between (PG-Finesse Server-Finesse Client) or (PG-Finesse Client)
c) With direct DB query lookup, the connectivity is between (Rogger/HDS - Finesse Server - Finesse Client) or (Rogger/HDS - Finesse Client)
d) With a simple URL page / web based CRM loaded into Finesse, the connectivity is between (CRM - Finesse Server - Finesse Client) or (CRM - Finesse Client)
Thanks!
-JT-
Created by: Kevin Pickard on 25-11-2013 11:00:27 AM
We are using the Finesse API to get queue statistics. These queue statistics though appear to only be for the queues defined on the PG that Finesse is connected to (ie. not across the whole UCCE that PG is connected to). If there is another Finesse connected to another PG with different queues (but both PGs connected to the same UCCE), is there a way for a gadget on say Finesse 1 (connected to PG1) to get queue statistics that would be available to Finesse 2 (connected to PG2) when both PG1 and PG2 are on the same UCCE? I think I already know the answer to this but I just want to make sure.
Subject: RE: New Message from Kevin Pickard in Finesse - General Questions: Queue St
Replied by: David Lender on 25-11-2013 11:18:28 AM
A Finesse gadget cannot get stats for another PG other than the one Finesse is connected to.
Subject: RE: Queue Statistics across PGs
Replied by: Kevin Pickard on 26-11-2013 07:30:42 AM
Thanks David. That is what I suspected.
Subject: RE: Queue Statistics across PGs
Replied by: Jin Tiam Loh on 07-12-2013 01:54:16 AM
hi all,
the current queue stats API only allows getting queues in call + agent statues OR we can get more than that?
how about SLA or Abandon rates?
thanks!
-JT-
Subject: RE: Queue Statistics across PGs
Replied by: Arul Selvan on 08-12-2013 11:18:48 PM
Hi Jin,
if you want the information for the limited user you can directly hit the realtime database table and get it.
David,
we also expecting the same over the API, is it any configuration or setting is there to get all the queue realtime stat over the API ?
Thanks,
Arul Selvan
Subject: Re: New Message from Arul Selvan in Finesse - General Questions: RE: Queue
Replied by: Jin Tiam Loh on 08-12-2013 11:33:35 PM
Hi Arul
Are u refering to the *Real_Time tables? And i can access it directly from Finesse through direct DB query lookup?
Thanks!
-JT-
On 9 Dec, 2013, at 12:18 PM, Cisco Developer Community Forums <cdicuser@developer.cisco.com> wrote:
> Arul Selvan has created a new message in the forum "General Questions": -------------------------------------------------------------- Hi Jin,
> if you want the information for the limited user you can directly hit the realtime database table and get it.
>
> David,
> we also expecting the same over the API, is it any configuration or setting is there to get all the queue realtime stat over the API ?
>
>
> Thanks,
> Arul Selvan
> --
> To respond to this post, please click the following link: http://developer.cisco.com/web/finesse/community/-/message_boards/view_message/22099171 or simply reply to this email.
Subject: RE: Re: New Message from Arul Selvan in Finesse - General Questions: RE: Qu
Replied by: Arul Selvan on 08-12-2013 11:56:53 PM
Jin Tiam Loh:Hi Arul
Are u refering to the *Real_Time tables? And i can access it directly from Finesse through direct DB query lookup?
Thanks!
-JT-
On 9 Dec, 2013, at 12:18 PM, Cisco Developer Community Forums <cdicuser@developer.cisco.com> wrote:
> Arul Selvan has created a new message in the forum "General Questions": -------------------------------------------------------------- Hi Jin,
> if you want the information for the limited user you can directly hit the realtime database table and get it.
>
> David,
> we also expecting the same over the API, is it any configuration or setting is there to get all the queue realtime stat over the API ?
>
>
> Thanks,
> Arul Selvan
> --
> To respond to this post, please click the following link: http://developer.cisco.com/web/finesse/community/-/message_boards/view_message/22099171 or simply reply to this email.
Yes Jin, you can do direct DB query lookup but you have to consider load.
Subject: RE: Queue Statistics across PGs
Replied by: Jin Tiam Loh on 10-12-2013 05:18:04 AM
Hi,
This question is more related to architecture/bandwidth which im still scratching my head or maybe its not as complicated as i think
Since my Finesse agents will be distributed, there's some bandwidth requirement to be determined.a) When we have CUIC gadget (permalink) within Finesse, do it means the connectivity is between (CUIC-Finesse Server-Finesse Client) or (CUIC-Finesse Client)
b) When i'm using agent/queue stats API to get calls in queue, the connectivity is between (PG-Finesse Server-Finesse Client) or (PG-Finesse Client)
c) With direct DB query lookup, the connectivity is between (Rogger/HDS - Finesse Server - Finesse Client) or (Rogger/HDS - Finesse Client)
d) With a simple URL page / web based CRM loaded into Finesse, the connectivity is between (CRM - Finesse Server - Finesse Client) or (CRM - Finesse Client)
Thanks!
-JT-