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UCCX - Time In State

Is there a way to give agents the ability to view the time in state for other agents, without making them supervisors?

 

For example, currently, agents can see when another agent is on break, but cannot tell how long they've been on break Contact Center

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Re: UCCX - Time In State

Hi,

Out of the box Live Data gadgets (I'm referring to version 11.X) present only the state without the time. The data presented can not be extended/modified. You will need a workaround to deliver this feature.

One of the easiest ways to achieve this is to add CUIC report gadget that shows the RT agent data (including time in state). If you don't find a CUIC report for this, then you will need to create custom one (but this should not be a hard task).

 

If you review the Cisco Dev Net resources for Fitness you will find sample gadgets that you can use (https://developer.cisco.com/docs/finesse/#!sample-gadgets/sample-gadgets). One of then is the CUIC Sample Gadget (GitHub resource page: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/CUICSampleGadget). Code and the deployment guide is written very well so please follow the steps to deploy this gadget. Probably you will need to use report Permalink feature.

 

At the end you small thing to think of.

Out of the box gadget show only stats for the team. The report probably (with default filter) will show all the data. So to get the same results you will probably need to create different views of the report with different filters. This means one report for one team. If you have numerous teams. If so, it would be better to create a gadget config file that holds the map/dictionary {team, url_link_to_report}, modify this sample gadget - add user team detection method (on gadget init) and based on the detection results select the report link.

Marek
Web: https://gaman-gt.com
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