Can I get the current state of all WxCC agents

[Sascha Monteiro]

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

[david.macias]

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

[Sascha Monteiro]

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

[bill.king1]

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?

[Sascha Monteiro]

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

[Arunabh Bhattacharjee]

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":{}}'

[Arunabh Bhattacharjee · Accepted solution]

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 

[Sascha Monteiro]

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?

[Arunabh Bhattacharjee]

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