configure ccx to monitor a queue continuously and notify if no-agent logged in.

[vijendra Saravanamuthu]

hi,

i have a customer how wants to be notified when no agent logged into a queue.  is it possible to do this using a script where it continuously monitors the queue and notify supervisor via email or some sort when no agent available ?  i know i can do this in script using "get reporting statistic" step. but it will only do it when a call comes in.  please let me know if you guys can think of something please.

thank you.

vijay

[Anthony Holloway · Accepted solution]

There really isn't a mechanism within UCCX to run something all the time. You can poll UCCX from an outside source, such would be the case for accessing Finesse APIs (Source: https://developer.cisco.com/docs/finesse/#!queue). For what it's worth, it used to be the case, in Cisco Supervisor Desktop, the predecessor to Finesse, that you could do this at the user's workstation. Granted, the software would have to be open and running for it to monitor the Queue, but it did send an email based on thresholds.