Search API graphql wallboard for webex contact center

[maria-crowley]

I am creating a wallboard to display realtime stats of the webex contact center. 

There are 3 stats I need to get from the search API.

1. Total agents logged in.

2. Total agents available.

3. Total agents not available.

For total agents logged in I have attached the query I am using and the output I get when I run it. For the 'from' and 'to' section I am using from 10 seconds ago and to now as I want up to date info. I'm getting zero agents logged in even though I am logged into agent desktop. I have also attached a picture of logged into agent desktop. 

What am I doing wrong with this query.

Also I can't find a query to get total agents available and total agents not available and also need help with that.

[gkovanis]

Hello @maria-crowley , the important thing to note is that even though you are looking for AAR statistics (as you want to see the current Activity state of the agent), both AAR & ASR utilize the agentSession query. This means that the from and to values should include the time that the agent session started (i.e. when the agent logged in), not when the last activity change happened.

From there, you can either use the channelInfo.currentState from ASR or a combination of channelInfo.activities.nodes.state with a channelInfo.activities.nodes.isCurrentActivity filter from AAR.

Lastly, I don't think there is a direct "Not Available" count, you can fetch all the total agents and the agents that current state is Available, and the remaining would be the not available ones.

[maria-crowley]

Okay, that is a great help. 

So if I want realtime info on how many agents are available lets say, would I just set the 'from' to like 9:00am every day and the 'to' to now. And then no matter what time i call the api, lets say its called at 2pm, it will still tell me how many agents are available at this moment.

 I have attatched my new query for currently available agents, would I just then dynamically set the 'to' to a specific time then?

[gkovanis · Accepted solution]

In that scenario, the "to" basically means the latest time that an agent session started (i.e. an agent logged in), so if you want realtime, you can just set this value to now(), so it includes all the agents logged in.