01-14-2020 02:07 PM
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
Solved! Go to Solution.
01-15-2020 04:20 AM
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:
01-15-2020 04:20 AM
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:
01-15-2020 07:55 AM
Thank you for the detailed reply. Truly appreciate it
11-07-2023 04:07 AM
Hello,
Have you apply this solution?
I'm interested to know how you did it?
thanks
11-13-2023 02:18 PM
Sorry, no. We never proceeded with this. We have since moved off UCCX
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