Agent Monitoring

[oruvan]

I would like to query from the database the status of an Agent whether he is Logged, Logged out, ready or in Not ready state.

What tables do I need to use, Is there any other Real Time API's available to do the above.

Thanks

 

[pdulfo]

I believe that you will not be able to query the database for agent state not ready unless you have Symposium v5. Aslo the data in the databse will be out by 15mins. Dont know of any APIs yet.


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PDulfo aka pdiddy

 

[atchuvely101]

We have RTA (Real Time Adherence) application by Aspect Telecommunications. RTA works with eWorkforcemanagement(agent scheduling software formerly TCS) from Aspect and Symposium to monitor adherence to schedules including current states like active and Not Ready. It can also send alarms to say agent is AWOL, etc..