Get all logged in agent states

[Ryan Burtch]

IS there a way to get all the names and agent states of all agents currently logged into Finesse?

[zumbt_busu]

Yes, you can get all logged in agents by calling the API “User – Get List”, which returns a collection of users. Unfortunately, administrator privileges are required to access this API. So, if you would like to build an agent team overview for supervisors, you cannot call the API with the supervisor credentials.

To get a more complete agent view and extended functionality there's a gadget from Bucher + Suter called "Fusion RealTime". No administrator credentials are needed, agent and supervisor privileges are enough. Check it out: http://www.bucher-suter.com/vidsrc/bs_FusionforFinesse_DemoVideo.mp4 > the corresponding gadget comes in at 2:57.
Or product website: https://www.bucher-suter.com/products/agentdesktops/b-sfusionforfinesse.php

[Ryan Burtch]

Thank you for that. I have pulled bee able to pull ALL the agents that have used finesse via GET http://<server>/finesse/api/Users/, but I would like to pull only certain user states like Not Ready, Ready, Talking, etc

Do you know how I could accomplish that?

- Ryan

[zumbt_busu · Accepted solution]

Unfortunately, Cisco Finesse doesn't support getting a subset of users, filtered by criteria (such as agent state). So, you have to get the complete user list and filter it on client side.

If a large number of user are using Cisco Finesse, the "get users" request may take some time.

[reshmivsharma]

If you have a UCCE solution, this can be done by running an appropriate query on the AWDB. There are built in queries taht Cisco provides with HDS/AWDB. You can use this to pull the report of all logged in agents. 

[Alphus]

@ reshmivsharma,

if possible please do share the query, or elsewhere I can find out ?