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Hi,
Is there a way to obtain the following metrics via the Cisco Webex Contact Centre APIs?
Current Queue Length i.e How many tasks are currently waiting in queue to be answered?
Longest Call Waiting i.e How long has the oldest task been waiting in ...
How does the Queue Statistics API handle calls that cross the interval boundary?
For example: Say a call begins at 10.02 and ends at 10.28 (handling time =26 mins)
Does the handling time and accepted statistics get incremented in the interval the cal...
Queue Statistics API - AHT
On the Queue Statistics API we can get back a field called "averageHandledTime"
https://devportal.wxcc-us1.cisco.com/documentation/queues/get-queue-statistics
This is defined as "The Queue's average handle time." Although ...
Hi, Does anyone know how often the “Agent_Logout” table is updated within the Central Database on UCCE? Should this be near real time (i.e a few seconds delay)Thanks,Mark
Hi, We have an application that connects to the Cisco UCCE Database (Historical Data Server) to query statistics for agents and queues. Does anyone understand how the UCCE Database [v12.x] is configured from an encrypted connection (SSL/TLS) perspec...
No, this is generally how most ACDs we encounter work. If we know this is the case then we can update our documentation accordingly and avoid any confusion.
Thanks.
Thanks David. I believe the CTI server was still in active state. At the time it was thought it sounded similar to the following defect - CSCus69879 - although this was related to CAD and not the actual CTI server. I am not sure what the resolutio...
