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Beginner

UCCX - Pop Up Alert

When using Finesse, is there a way to trigger a pop up when a queue reaches a certain threshold?

 

For example, an agent is in Not Ready state.....when a queue reaches a certain level, a pop-up will display on the agent's screen to let them know they need to make themselves available?

 

UCCX version is currently 11.5

1 ACCEPTED SOLUTION

Accepted Solutions

Re: UCCX - Pop Up Alert

Hi,

The feature that you described may look like an easy one but due to some Finesse and UCCX limitations, it is hard to deliver.

 

The naive approach would be to use the Live Data and subscribe to the stream delivered via this channel. In my researches, I never was able to achieve this so I left this approach.

 

The next idea would be to use the native API (for custom gadget). If you look a the FInesse JS documentation, you will find that Cisco introduced a User method - getQueues(). This method should deliver all queues with all its stats. Unfortunately, it doesn't work and the confirmation is written in the REST API doc -  the API is only supported in UCCE/PCCE deployments (BTW - in JS doc there is no info that it shouldn't be used in UCCX deployments).

 

Another approach (and this time it should be working one) is to use the reports delivered by CUIC - XML version of the report available via permalink. How to do it, here is a quick guide:

  1. Enable RealTimeSnapshot reporting in UCCX - it can be done by selecting Tools > Real Time Snapshot Config. In this tab you need to enable snapshot data for CSQ's and set the interval (lower=more detailed data)
  2. Create two custom reports for CUIC
    1. CSQ snapshot report - for this report the report definition should look like "SELECT * FROM db_cra:rtcsqssummary", The number of calls in the queue is stored in the callswaiting column. This table would be the primary source of data.
    2. The second report will need to bind the list of users to CSQ's (the report should have 2 columns: User, CSQ Name). There is no easy way how to do it. In general, it is related to how CSQ is set - if it uses Resource Groups or Resource Skills. The report will be used as a filter for the notification
  3. Created reports should not have any filter options, when you click on the report, it should give you results
  4. Create permalinks for the created reports - you will need to create an XML permalink without authentication for both reports. To achieve this please follow the permalink guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/user/guide/UCCX_BK_U33A5E6E_00_uccx-report-user-guide-115/UCCX_BK_U33A5E6E_00_uccx-report-user-guide-115_chapter_0110.html#task_571CA57EBD280CBD4845C6A42...
  5. Create a custom notification gadget. Here are some tips that you need to consider when creating this gadget:
    1. You need to build the logic that reacts to user change state - gadget should detect Not Ready state.
    2. Not ready detection should start a timer that will periodically pull the data from CUIC. The interval should be greater or equal to the value created at the first step in Real Time Snapshot Config. The gadget should make 2 ajax requests - one for each report. Once both requests are delivered, the gadget should extract the user CSQ list (based on the second report). Then having this CSQ assignment extract the queue depth
    3. Based on timeout and CSQ depth - generate a notification
Marek
Web: https://gaman-gt.com

View solution in original post

2 REPLIES 2

Re: UCCX - Pop Up Alert

Hi,

The feature that you described may look like an easy one but due to some Finesse and UCCX limitations, it is hard to deliver.

 

The naive approach would be to use the Live Data and subscribe to the stream delivered via this channel. In my researches, I never was able to achieve this so I left this approach.

 

The next idea would be to use the native API (for custom gadget). If you look a the FInesse JS documentation, you will find that Cisco introduced a User method - getQueues(). This method should deliver all queues with all its stats. Unfortunately, it doesn't work and the confirmation is written in the REST API doc -  the API is only supported in UCCE/PCCE deployments (BTW - in JS doc there is no info that it shouldn't be used in UCCX deployments).

 

Another approach (and this time it should be working one) is to use the reports delivered by CUIC - XML version of the report available via permalink. How to do it, here is a quick guide:

  1. Enable RealTimeSnapshot reporting in UCCX - it can be done by selecting Tools > Real Time Snapshot Config. In this tab you need to enable snapshot data for CSQ's and set the interval (lower=more detailed data)
  2. Create two custom reports for CUIC
    1. CSQ snapshot report - for this report the report definition should look like "SELECT * FROM db_cra:rtcsqssummary", The number of calls in the queue is stored in the callswaiting column. This table would be the primary source of data.
    2. The second report will need to bind the list of users to CSQ's (the report should have 2 columns: User, CSQ Name). There is no easy way how to do it. In general, it is related to how CSQ is set - if it uses Resource Groups or Resource Skills. The report will be used as a filter for the notification
  3. Created reports should not have any filter options, when you click on the report, it should give you results
  4. Create permalinks for the created reports - you will need to create an XML permalink without authentication for both reports. To achieve this please follow the permalink guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_5/user/guide/UCCX_BK_U33A5E6E_00_uccx-report-user-guide-115/UCCX_BK_U33A5E6E_00_uccx-report-user-guide-115_chapter_0110.html#task_571CA57EBD280CBD4845C6A42...
  5. Create a custom notification gadget. Here are some tips that you need to consider when creating this gadget:
    1. You need to build the logic that reacts to user change state - gadget should detect Not Ready state.
    2. Not ready detection should start a timer that will periodically pull the data from CUIC. The interval should be greater or equal to the value created at the first step in Real Time Snapshot Config. The gadget should make 2 ajax requests - one for each report. Once both requests are delivered, the gadget should extract the user CSQ list (based on the second report). Then having this CSQ assignment extract the queue depth
    3. Based on timeout and CSQ depth - generate a notification
Marek
Web: https://gaman-gt.com

View solution in original post

Beginner

Re: UCCX - Pop Up Alert

Thank you for the detailed reply.  Truly appreciate it

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