Running UCCE 12.6 I am looking to create a report that will show the dialed number and ANI an agent is currently on a call with to run as a dashboard. Looking in the real time DB I cannot find where this data resides. I feel it should be possible as Finesse is able to display this information.
Also, is there a way to display PVs in a dashboard? Same as above and I can't seem to find where this information lives.
Appreciate the assistance.
I am asking how CUIC can display this information from the Finesse gadget? Unless I am missing something, CUIC needs a data source in order to pull its data from. The only way I can see this working is to have the Finesse gadget write that data to a DB then connect that to CUIC as a data source.
Couldn't you combine approaches here? So your gadget pushes the data to some other webpage, and his dashboard would have a link to that webpage in it as the dashboard contents (instead of a report)?
Thank you both for the suggestions. I have created a python script that will query the AW Agent table for PeripheralNumber for a subset of users. From there it will perform an API lookup to pull agent states and duration. If in a talking state it will then perform an API lookup to the /Dialogs API in Finesse to pull the calling info along with a couple of PVs. Data is then written to a new table in the AW which is then queried by CUIC to display. The script runs every 15 seconds. This hasn't been tested in a prod scenario yet with a larger user base yet but will be soon.
As a note, we have external HDS setup solely setup for custom solutions such as this. Should be more than enough for others out there who are looking to accomplish something similar.
Agreed, not a fan of that either but that is why external HDS servers were stood up. I am able to join the relational data between tables and more in a 'real time' state. I am not seeing any delays in skipped data, however I see a few false duplicate entries. From a database perspective it is pulling peripheral numbers that do not actually exist. From the screenshot below the query finds user with PeripheralNumber 407664187, but that is nowhere to be found in the system. Still trying to isolate the problem.