Can I receive all agents status notification from Finesse?

[prcjhk]

First of all, sorry for not being good at English.

I'm developing realtime monitoring tool related to finesse xmpp event notification using C# and agsXMPP lib.
My application creates the same number of xmpp clients as the number of agents and login to finesse server.
This works well, but has some server proformance issue.

I want to receive all agents status notification message using one xmpp client or other method.
Anyone please help me.

Thankyou very much.

[dekwan]

Hi,

Supervisors can receive agent status notifications for the agents that they supervise. Other than that, agents are the only other user who can receive their own agent status. You may find in this community forum that Finesse does not stop a user from subscribing to the agent notifications for other agents, but it is not supported and can cause performance issues.

Thanx,

Denise

[prcjhk]

Thankyou for your quick reply.

I tested as supervise account. 
But, I couldn't receive status notification.

[Test environment]

agent "A" is supervisor of "B"

Agent "A"

    <roles>

        <role>Agent</role>

        <role>Supervisor</role>

    </roles>

    <teams>

        <Team>

            <id>5000</id>

            <name>KUL_TEST</name>

            <uri>/finesse/api/Team/5000</uri>

        </Team>

        ... and others ...

Agent "B"

    <roles>

        <role>Agent</role>

    </roles>

    <teamId>5000</teamId>

    <teamName>KUL_TEST</teamName>

test step:

    1. login agent "A" to Finesse xmpp (C# agsXMPP client)

    2. login agent "B" to Finesse

    And agent "A" xmpp client didn't receive any status notification message ... 

Let me know what I'm missing... please.

Thankyou very much.

[realexan]

Hi @prcjhk ,

A supervisor can be part of exactly one team and can act as a supervisor for one or more teams. The supervisor will not receive notifications for agent state changes in the team that he/she belongs to if the person doesn't supervise that team.

Can you please check if supervisor 'A' is actually supervising the team with the team ID '5000'(Agent 'B's team) and not just part of it? 

Regards,

Renjith Alexander

[realexan]

Hi @prcjhk ,

You should ideally be getting notifications for agent state changes in the format:

<Update>
<data>
<user>
<dialogs>/finesse/api/User/1001001/Dialogs</dialogs>
<extension>1001001</extension>
<firstName>AGENT</firstName>
<lastName>1001001</lastName>
<loginId>1001001</loginId>
<mediaType>1</mediaType>
<pendingState></pendingState>
<state>NOT_READY</state>
<stateChangeTime>2023-07-12T21:38:56.709Z</stateChangeTime>
<uri>/finesse/api/User/1001001</uri>
<wrapUpTimer>-1</wrapUpTimer>
</user>
</data>
<event>PUT</event>
<requestId></requestId>
<source>/finesse/api/User/1001001</source>
</Update>

This was received by the supervisor when an agent(1001001) logged in, in my private finesse deployment.

Can you check if you are filtering out events like this in your code?

Regards,

Renjith

[realexan · Accepted solution]

Sorry, I missed mentioning that you should explicitly be subscribing to the topic "/finesse/api/Team/<teamid>/Users" to get notifications for agent state changes in that team.

[prcjhk]

Thankyou~ realexan ( ^ - ^ )
Want you always be happy~