09-18-2017 01:16 PM
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?
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09-19-2017 10:18 AM
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
09-19-2017 10:18 AM
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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