11-03-2021 03:47 AM
Can anyone shad me some light if we can pull out the agent activity report from the CUIC (UCCE11.6)?
Currently, The customer can only retrieve these information from Agent_State_Trace enabled which it's not the properly why to get the agent activity report and there is a limitation regarding the number of agents that can enabled Agent_State_Trace also.
Solved! Go to Solution.
11-03-2021 04:05 AM
There’s really only two good options. The first is to trap in to the CTI events and store them in a DB as they happen. The second is to create a gadget which captures everything from the Finesse side and again stores them to a DB. We chose the second method and so far it’s working well. The reports you can generate are very cool.
david
11-03-2021 04:05 AM
There’s really only two good options. The first is to trap in to the CTI events and store them in a DB as they happen. The second is to create a gadget which captures everything from the Finesse side and again stores them to a DB. We chose the second method and so far it’s working well. The reports you can generate are very cool.
david
11-03-2021 02:55 PM
What exactly type of things are they looking for? You could go the route that @david.macias outlines, but is it not events that are stored in Agent_Event_Detail for instance?
11-03-2021 06:16 PM
The customer their actually need a report with tracked all the agent activity events with timestamp (eg. Idle , not ready , hold , ringing, answered call, etc.) for a reason.
11-03-2021 07:14 PM
11-04-2021 12:19 AM
Thank you David, Btw, Can I know how many agents you have implement with this solution (maximum agents)?
Just need to know if there are any impacts with the servers performance and maximum agents we can go with this solution.
11-04-2021 05:17 AM
I think this was 500 agents. Biggest thing you'll want to size is the web server and DB and if you want it to be highly available or not.
david
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