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Retrieve Current Agent Status

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 colours.

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 colours.

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 colours.

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 colours.

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.


Since July 6, 2023, Atlassian has no longer been used for Release Notes or knowledge base articles.
* Find Release Notes here (https://support.mycontactcenter.net/app/articles/detail/a_id/23378/) and articles here (https://support.mycontactcenter.net/app/main).
* Authenticated Partners can access content here (https://support.mycontactcenter.net/cc/sso/authenticator/oauth/authorize/imcontrolpanel?redirect=main&source=mycontactcenter)