Doubts about concepts

[lmartinez1]

Hi

I am using Finesse 11.6 with ACD. From what I understand the assignment to the queue is through the skills of the agent. The question is. The information that I bring in User in getQueues is the queue to which the agent was assigned when answering a call or the queues assigned according to the assigned skills.

Doubts about concepts

I would appreciate if someone can clarify these concepts.

[dekwan]

The getQueues is the queues assigned according to the assigned skills. This will return the same value no matter if the agent is on a call or not.

Thanx,

Denise

[lmartinez1]

Hi Denise

The doubt is because I’m going to develop a dashboard that shows the agents of the supervisor’s team, and the queue to which was assigned according to the skill. But if the agent has several skills then know what queue was assigned?

Thanx

Ambrosio Luis

De: Denise Kwan <community@cisco.com>

Enviado el: lunes, 21 de mayo de 2018 02:33 p. m.

Para: Ambrosio Luis Martinez Rosas <lmartinez@censystems.com.mx>

Asunto: Re: - Doubts about concepts

<https://communities.cisco.com/> Cisco Communities

Doubts about concepts

reply from <https://communities.cisco.com/people/dekwan> Denise Kwan in DevNet > Finesse - <https://communities.cisco.com/message/291025#291025> View the full discussion

[dekwan]

Hi,

From the User object, you cannot get the information of which queue the agent's call came from. In 11.6, this information was added to each individual dialog object. But, if you are creating a dashboard on the supervisor side, you cannot get the agent's dialog information with supervisor credentials.

Thanx,

Denise