This method returns a table containing the current status of each agent that is currently signed in.
Signature:
GetAgentStatusResponse GetAgentStatus(string sessionId)
Parameters:
sessionIdId the session previously opened
Returns:
GetAgentStatusResponse
{
Int32 ErrorCode
String Description
DataTable AgentStatus
}
Sample code (C#):
RealTimeDataClient rdc = new RealTimeDataClient();
GetAgentStatusResponse asr = rdc.GetAgentStatus(sessionId);
int errorCode = asr.ErrorCode;
string description = asr.Description;
DataTable agentStatus = asr.AgentStatus;
The AgentStatus table contains the following columns:
Field Name |
Data Type |
Description |
---|---|---|
FullName |
string |
Agent's name and last name. |
PhoneExt |
string |
Telephone number used by the agent to login in the CCA. |
StartDate |
dateTime |
Date and time when the session started. |
LogonInterval |
int |
Time the agent has been logged in (in seconds). |
LastAccessDate |
dateTime |
Date and time of the last CCA access to know the session is alive. |
CallTransferStatus |
int |
Code of the current status in the CCA. |
CallTransferStatusDesc |
string |
Description of the current status in the CCA. |
CallTransferStatusChange |
dateTime |
Date and time when the agent's status changed to the current status. |
SecondsInCurrentStatus |
int |
Number of seconds the agent has been in the current status. |
TotalSecondsAvailable |
int |
Total of seconds the agent has been in <available> status in this session. |
TotalSecondsNotSet |
int |
Total of seconds the agent has been in <not set> status in this session. |
TotalSecondsOnCall |
int |
Total of seconds the agent has been in <on Call> status in this session. |
TotalSecondsWrappingUp |
int |
Total of seconds the agent has been in <wrap-up> status in this session. |
TotalSecondsOnBreak |
int |
Total of seconds the agent has been in <on break> status in this session. |
TotalSecondsDialingOut |
int |
Total number of seconds the agent has been in <dial out> status in this session. |
TotalSecondsBusy |
int |
Total number of seconds the agent has been in <busy> status in this session. |
TotalBreakCount |
int |
Number of times the agent has been in <on break> status. |
TotalCallsReceived |
int |
Total number of calls received in this session. |
TotalCallsMissed |
int |
Total number of calls missed in this session. |
NormalOnCallInterval |
int |
Threshold for <on call> status. It is the time that the agent should spend normally in on call status. It is used by the monitor to show the status in different colors. |
NormalOnBreakInterval |
int |
Threshold for <on break> status. It is the time that the agent should spend normally in on break status. It is used by the monitor to show the status in different colors. |
NormalWrapupInterval |
int |
Threshold for <wrap-up> status. It is the time that the agent should spend normally in wrap-up status. It is used by the monitor to show the status in different colors. |
ThirdPartyTransferCount |
int |
Number of transfers made to third party. |
NormalOnOtherInterval |
int |
Threshold for <on call> status. It is the time that the agent should spend normally in on call status. It is used by the monitor to show the status in different colors. |
TeamName |
string |
Name of the team the agent belongs to. |
SessionId |
string |
Session Id |
TotalCallbacksOK |
short |
Number of callbacks received that were successful. |
TotalCallbacksNotOK |
short |
Number of callbacks received that were unsuccessful. |
TotalChatsAssignedOK |
short |
Number of chats successfully assigned to the agent. |
TotalChatsAssignedNotOK |
short |
Number of chats unsuccessfully assigned to the agent. |
TotalEmailsAssignedOK |
short |
Number of emails successfully assigned to the agent. |
TotalEmailsAssignedNotOK |
short |
Number of emails unsuccessfully assigned to the agent. |
CCAConnectedFlag |
unsignedByte |
|
DialoutCount |
int |
Number of dialouts made by the agent. |
CurrentAvailability |
unsignedByte |
|
IsPhoneOffHook |
boolean |
|
AssignedObjectQueueName |
string |
Name of the queue of the object assigned to the agent. |