PCCE & CVP: get the name of an agent whose call RONAd

[rford191]

Hello. I have an application that emails a team manager when a call RONAs. We send the name of the queue and the caller's phone number. However, we've been asked to send the name of the agent who didn't pick up the RONA call.

This is run in real time (as soon as the call RONAs, the CVP application is run). So far from what I can tell, there is no query that returns that data in real time - just as historical data (which doesn't work for this use).

Is that correct (the name of the agent wouldn't be available real time), or am I missing something?

Thanks kindly.

[Thomas G. Johannesen]

I would make a hidden gadget in finesse that sends the e-mail .

The triggere point is when an agent goes from ringing to not ready the agent have a rona Call

   function render() {
       currentState = user.getState();

       oldState = newState;
       newState = currentState;

       if (oldState === "RESERVED" && newState === "NOT_READY") {
       var usersName = user.getFullName;
       // Get other variables from ecc variables.

        // Send email

       } 
   }


   function handleUserLoad(userevent) {
       render();
   }

   function handleUserChange(userevent) {
       render();
   }