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Inbound calls history (Sales and service) and average time per agent from HDS

plukka
Level 1
Level 1

we are building stats of agent call history from finesse AP, is there a API from finesse which can provide agent call history? if it is not available, i would like to know number of inbound calls per agent (#Sales and #services) based on extended variable. Can i get any t sql query which can get this info?

1 Accepted Solution

Accepted Solutions

dekwan
Cisco Employee
Cisco Employee

Hi,

The call history gadget was introduced in 11.6. You can take a look at the gadget in the 11.6 sandbox. For previous versions, there is a call history gadget developed by Brad McAllister, but it the data doesn't persist when the agent is logged off or the browser is refreshed.

I do not know what is the specific sql query to the HDS to get that information.

Thanx,

Denise

View solution in original post

1 Reply 1

dekwan
Cisco Employee
Cisco Employee

Hi,

The call history gadget was introduced in 11.6. You can take a look at the gadget in the 11.6 sandbox. For previous versions, there is a call history gadget developed by Brad McAllister, but it the data doesn't persist when the agent is logged off or the browser is refreshed.

I do not know what is the specific sql query to the HDS to get that information.

Thanx,

Denise

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