monitoring skills - how to get calls in queue, agent stats

[mahudeswaranA]

Hi,

We are trying to evaluate for a task to monitor agent skill, to get number of calls in queue, total available agents, not ready agents, etc...

In basic, we need to monitor inbound agent skills and to deliver outbound calls accordingly.

We thought of using "Cisco Finesse Notification Service" but heard we cannot use that to monitor for all agents stats.

What is Cisco recommended way to monitor skills; to get number calls in queue, total agents ready/not-ready/etc...

Have also posted a highlevel query on finesse forum, but thought to check in cti-forum for any development level constraints or we need to take care as part of develop and deploy in production environment.

Is there any dev docs shared by Cisco for the CTI protocol app development?

Regards

Mahu

[harendku]

Hi,

You can always refer CTI server message reference guide.

Cisco DevNet: CTI Protocol (GED-188) - Documentation

CTI Server sends CALL_QUEUED_EVENT message to the CTI client when a call is placed in a queue. In the fix part of this message format "NumQueued" has information about number of calls in the queue for the service.

The QUERY_SKILL_GROUP_STATISTICS_REQ message allows a CTI Client to obtain the current call handling statistics for one of the client agent’s skill groups.

Regards,

Harendra