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chad_meyer
Beginner

Finesse popup for breached queue time

Hey everyone.  I have a unique request from a client.  As they have multiple precision queues and agents to monitor, the default Finesse supervisor view is no longer working for them.  Are there any solutions as to a popup or alert that I could setup to trigger if a call has been queued for "x" amount of time?  This would be my first customization for Finesse and any guidance is greatly appreciated.  Thanks in advanced.

1 ACCEPTED SOLUTION

Accepted Solutions

Hi Chad,

Unfortunately not on the existing Queue Statistics gadget as the code for this gadget is not customizable. You can build a custom gadget to do this and use the Queue javascript library code: https://developer.cisco.com/media/finesse-javaScript-library-documentation-release-11.5.1/symbols/finesse.restservices.Q… & https://developer.cisco.com/media/finesse-javaScript-library-documentation-release-11.5.1/symbols/finesse.restservices.Q…

Thanx,

Denise

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7 REPLIES 7
dekwan
Cisco Employee

Hi Chad,

Since you mention precision queue, I assume they have a CCE deployment. For a CCE deployment, Finesse has queue stats, but the only fields that are exposed are:

The following statistics fields are updated only for a stand-alone Finesse deployment with Unified CCE:

  • callsInQueue
  • startTimeOfLongestCallInQueue
  • agentsReady
  • agentsNotReady
  • agentsTalkingInbound
  • agentsTalkingOutbound
  • agentsTalkingInternal
  • agentsWrapUpNotReady
  • agentsWrapUpReady

So, the only thing I can see being used is the startTimeOfLongestCallInQueue. The only thing is that it is of the longest call and doesn't tell you how many calls are above a certain time.

The only other way I can think of is to go directly listen to the CTI Server messages but this is not a REST API and is pretty heavy.

Thanx,

Denise

Thanks for the quick response.  Do you know if there would be any way to use the existing Queue Statistics from the default layout to highlight the MaxTime? 

Hi Chad,

Unfortunately not on the existing Queue Statistics gadget as the code for this gadget is not customizable. You can build a custom gadget to do this and use the Queue javascript library code: https://developer.cisco.com/media/finesse-javaScript-library-documentation-release-11.5.1/symbols/finesse.restservices.Q… & https://developer.cisco.com/media/finesse-javaScript-library-documentation-release-11.5.1/symbols/finesse.restservices.Q…

Thanx,

Denise

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Tom Chandler
Beginner

I have a customer who wants this exact same thing.  Has there been any updates to CCE 11.6 that would allow for this?  Or did you end up creating a custom gadget that would notify the agent on their screen?

Thanks,

Tom

Hi,

In terms of non custom out of the box functionality, this was not added inn 11.6.

Thanx,

Denise

thanks for your quick response

Hi Tom,

In the event that you don't want to build and maintain a custom gadget for the customer you could always explore 3rd party solutions such as 2Ring.  2Ring has Dashboards & Wallboards with over 250 KPI that include the real time statistics mentioned above.  Further 2Ring has the ability to provide popup Toast Notifications on agent and supervisor desktops when threshold are being breached.  2Ring Gadgets & CTI Connectors for Cisco Finesse also help bridge the feature parity gap left when migrating a CAD customer to Finesse.

2Ring is on CCW / Cisco’s Price List (Solutions Plus) so all of our products can be purchased directly through Cisco via CCW-Solutions Plus under 2RING-APPS.

www.2Ring.com/Gadgets

www.2Ring.com/DW

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