Inbound calls history (Sales and service) and average time per agent from HDS

[plukka]

we are building stats of agent call history from finesse AP, is there a API from finesse which can provide agent call history? if it is not available, i would like to know number of inbound calls per agent (#Sales and #services) based on extended variable. Can i get any t sql query which can get this info?

[dekwan · Accepted solution]

Hi,

The call history gadget was introduced in 11.6. You can take a look at the gadget in the 11.6 sandbox. For previous versions, there is a call history gadget developed by Brad McAllister, but it the data doesn't persist when the agent is logged off or the browser is refreshed.

I do not know what is the specific sql query to the HDS to get that information.

Thanx,

Denise