Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

I need real time EWT.

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Original Message:
Sent: 01-31-2019 02:12
From: Deepti Srivastava
Subject: EWT in real time

Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Hi Deepti,

If you need real time data, you need to request this statistic to Stat Server. If you need to know EWT in your Routing Strategy, you can use functions (either in IRD or Composer) that will retrieve the EWT for the queue you want.

If you need this data for external, third-party applications, then you must use SDK (real time) or query an ICON DB (near real time).

------------------------------
Rafael Marciano
------------------------------

Original Message:
Sent: 01-31-2019 02:20
From: Deepti Srivastava
Subject: EWT in real time

I need real time EWT.

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 02:12
From: Deepti Srivastava
Subject: EWT in real time

Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Hi,
Will I be able to access below real time information for third party application with SDK or ICON DB.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.
we have Stat server 8.1.200 .if we use SDK which SDK will be require for the same.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Original Message:
Sent: 01-31-2019 07:51
From: Rafael Marciano
Subject: EWT in real time

Hi Deepti,

If you need real time data, you need to request this statistic to Stat Server. If you need to know EWT in your Routing Strategy, you can use functions (either in IRD or Composer) that will retrieve the EWT for the queue you want.

If you need this data for external, third-party applications, then you must use SDK (real time) or query an ICON DB (near real time).

------------------------------
Rafael Marciano

Original Message:
Sent: 01-31-2019 02:20
From: Deepti Srivastava
Subject: EWT in real time

I need real time EWT.

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 02:12
From: Deepti Srivastava
Subject: EWT in real time

Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Deepti,

Given the wide requirements you provide, can you explain what you're trying to do?  Are you trying to build a real-time view?  Are you trying to make information accessible to your routing strategy to play back to customers?

It might help us come up with a more cohesive solution for your needs.

------------------------------
Ivan Ullmann
Eventus Solutions Group
------------------------------

Original Message:
Sent: 01-31-2019 22:13
From: Deepti Srivastava
Subject: EWT in real time

Hi,
Will I be able to access below real time information for third party application with SDK or ICON DB.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.
we have Stat server 8.1.200 .if we use SDK which SDK will be require for the same.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 07:51
From: Rafael Marciano
Subject: EWT in real time

Hi Deepti,

If you need real time data, you need to request this statistic to Stat Server. If you need to know EWT in your Routing Strategy, you can use functions (either in IRD or Composer) that will retrieve the EWT for the queue you want.

If you need this data for external, third-party applications, then you must use SDK (real time) or query an ICON DB (near real time).

------------------------------
Rafael Marciano

Original Message:
Sent: 01-31-2019 02:20
From: Deepti Srivastava
Subject: EWT in real time

I need real time EWT.

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 02:12
From: Deepti Srivastava
Subject: EWT in real time

Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Hi 

You can use Platform SDK to query Stat server to fetch the what ever statistics you want to display in your application.

At high level find the steps below.

1 ) Open Config server protocol and Authenticate your user with config DB 
2 ) Open stat server protocol
3 ) Query the STAT server 
4 ) Fetch the statistics and display in your front end apps. 

Hope that helps.

------------------------------
Ramkumar Ramar
Nationstar Mortgage LLC
------------------------------

Original Message:
Sent: 01-31-2019 22:13
From: Deepti Srivastava
Subject: EWT in real time

Hi,
Will I be able to access below real time information for third party application with SDK or ICON DB.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.
we have Stat server 8.1.200 .if we use SDK which SDK will be require for the same.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 07:51
From: Rafael Marciano
Subject: EWT in real time

Hi Deepti,

If you need real time data, you need to request this statistic to Stat Server. If you need to know EWT in your Routing Strategy, you can use functions (either in IRD or Composer) that will retrieve the EWT for the queue you want.

If you need this data for external, third-party applications, then you must use SDK (real time) or query an ICON DB (near real time).

------------------------------
Rafael Marciano

Original Message:
Sent: 01-31-2019 02:20
From: Deepti Srivastava
Subject: EWT in real time

I need real time EWT.

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 02:12
From: Deepti Srivastava
Subject: EWT in real time

Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

I need to pass these real time information to third party application. 
is it possible to get all these information in ICON DB.
Will platform SDK supports , stat Server 8.1.200 version.


kindly help.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Original Message:
Sent: 02-01-2019 04:38
From: Ramkumar Ramar
Subject: EWT in real time

Hi

You can use Platform SDK to query Stat server to fetch the what ever statistics you want to display in your application.

At high level find the steps below.

1 ) Open Config server protocol and Authenticate your user with config DB
2 ) Open stat server protocol
3 ) Query the STAT server
4 ) Fetch the statistics and display in your front end apps.

Hope that helps.

------------------------------
Ramkumar Ramar
Nationstar Mortgage LLC

Original Message:
Sent: 01-31-2019 22:13
From: Deepti Srivastava
Subject: EWT in real time

Hi,
Will I be able to access below real time information for third party application with SDK or ICON DB.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.
we have Stat server 8.1.200 .if we use SDK which SDK will be require for the same.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 07:51
From: Rafael Marciano
Subject: EWT in real time

Hi Deepti,

If you need real time data, you need to request this statistic to Stat Server. If you need to know EWT in your Routing Strategy, you can use functions (either in IRD or Composer) that will retrieve the EWT for the queue you want.

If you need this data for external, third-party applications, then you must use SDK (real time) or query an ICON DB (near real time).

------------------------------
Rafael Marciano

Original Message:
Sent: 01-31-2019 02:20
From: Deepti Srivastava
Subject: EWT in real time

I need real time EWT.

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 02:12
From: Deepti Srivastava
Subject: EWT in real time

Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Hi,

It is not good idea to query ICON DB for real time statistics as it is huge and has lots of raw data's to be feed to downstream application(Infomart).

For version support , check 'Platform SDK Compatibility with Genesys Framework Components' doc.

.




------------------------------
Ramkumar Ramar
Nationstar Mortgage LLC
------------------------------

Original Message:
Sent: 02-01-2019 05:01
From: Deepti Srivastava
Subject: EWT in real time

I need to pass these real time information to third party application.
is it possible to get all these information in ICON DB.
Will platform SDK supports , stat Server 8.1.200 version.


kindly help.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 02-01-2019 04:38
From: Ramkumar Ramar
Subject: EWT in real time

Hi

You can use Platform SDK to query Stat server to fetch the what ever statistics you want to display in your application.

At high level find the steps below.

1 ) Open Config server protocol and Authenticate your user with config DB
2 ) Open stat server protocol
3 ) Query the STAT server
4 ) Fetch the statistics and display in your front end apps.

Hope that helps.

------------------------------
Ramkumar Ramar
Nationstar Mortgage LLC

Original Message:
Sent: 01-31-2019 22:13
From: Deepti Srivastava
Subject: EWT in real time

Hi,
Will I be able to access below real time information for third party application with SDK or ICON DB.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.
we have Stat server 8.1.200 .if we use SDK which SDK will be require for the same.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 07:51
From: Rafael Marciano
Subject: EWT in real time

Hi Deepti,

If you need real time data, you need to request this statistic to Stat Server. If you need to know EWT in your Routing Strategy, you can use functions (either in IRD or Composer) that will retrieve the EWT for the queue you want.

If you need this data for external, third-party applications, then you must use SDK (real time) or query an ICON DB (near real time).

------------------------------
Rafael Marciano

Original Message:
Sent: 01-31-2019 02:20
From: Deepti Srivastava
Subject: EWT in real time

I need real time EWT.

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 01-31-2019 02:12
From: Deepti Srivastava
Subject: EWT in real time

Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 01-31-2019 02:12
From: Deepti Srivastava
Subject: EWT in real time

Hi Team,
From where , I can get EWT.in which database and which field of DB.

Regards,

#Unsure/Other

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Original Message------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Daniel,

You could acquire that information from your Pulse REST API if you cared to do so.  Anything that's configured to report out as a real-time report should be available via the API.

Thanks.

------------------------------
Ivan Ullmann
Eventus Solutions Group
------------------------------

Original Message:
Sent: 02-01-2019 12:57
From: Daniel Hilaire
Subject: EWT in real time

Jim,

Does GMS API also provide stats that show if there are any agents logged in for a particular queue. Maybe the count of agents in a Virtual Agent Group?

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

The Pulse Rest API is not a "Public API" meaning that Genesys does not guarantee that the API or the payloads will remain the same, even across minor releases.  You should use the Pulse Rest API at your own risk.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 02-01-2019 13:10
From: Ivan Ullmann
Subject: EWT in real time

Daniel,

You could acquire that information from your Pulse REST API if you cared to do so.  Anything that's configured to report out as a real-time report should be available via the API.

Thanks.

------------------------------
Ivan Ullmann
Eventus Solutions Group

Original Message:
Sent: 02-01-2019 12:57
From: Daniel Hilaire
Subject: EWT in real time

Jim,

Does GMS API also provide stats that show if there are any agents logged in for a particular queue. Maybe the count of agents in a Virtual Agent Group?

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Yes, you could use GMS to retrieve a count of agents that are logged into a queue, agent group, etc.  Really just about any statistic that you can see in Pulse can be requested via GMS.

-Jim

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 02-01-2019 12:57
From: Daniel Hilaire
Subject: EWT in real time

Jim,

Does GMS API also provide stats that show if there are any agents logged in for a particular queue. Maybe the count of agents in a Virtual Agent Group?

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Hi ,
We need to do POC .in this POC , we want to get the near to real time data from ICON DB and pass it to third party application.
from where ICON DB, I can get the data.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Original Message:
Sent: 02-01-2019 14:00
From: Jim Crespino
Subject: EWT in real time

Yes, you could use GMS to retrieve a count of agents that are logged into a queue, agent group, etc.  Really just about any statistic that you can see in Pulse can be requested via GMS.

-Jim

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com

Original Message:
Sent: 02-01-2019 12:57
From: Daniel Hilaire
Subject: EWT in real time

Jim,

Does GMS API also provide stats that show if there are any agents logged in for a particular queue. Maybe the count of agents in a Virtual Agent Group?

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Deepti,

The ICON DB is meant to collect data for historical reporting purposes.  It should not be queried for any kind of real-time statistics, and doing so is likely to impact performance of the Genesys reporting subsystems.  I would highly recommend that you DO NOT attempt to use the ICON DB even if it just for a POC.

The items you indicate that you are trying to collect are considered real-time statistics in Genesys and are available via the Genesys Stat Server. To obtain those items you will need to use the Genesys Platform SDK to connect to Stat Server and subscribe to those statistics.  You can either receive those statistics values unsolicited over an asynchronous TPC/IP channel, or you can periodically poll the Stat Server for those statistics (which would be very similar to polling a database).

POCs have a tendency to turn into production applications, so it would benefit you to do things the right way from the start.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 02-03-2019 10:42
From: Deepti Srivastava
Subject: EWT in real time

Hi ,
We need to do POC .in this POC , we want to get the near to real time data from ICON DB and pass it to third party application.
from where ICON DB, I can get the data.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 02-01-2019 14:00
From: Jim Crespino
Subject: EWT in real time

Yes, you could use GMS to retrieve a count of agents that are logged into a queue, agent group, etc.  Really just about any statistic that you can see in Pulse can be requested via GMS.

-Jim

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com

Original Message:
Sent: 02-01-2019 12:57
From: Daniel Hilaire
Subject: EWT in real time

Jim,

Does GMS API also provide stats that show if there are any agents logged in for a particular queue. Maybe the count of agents in a Virtual Agent Group?

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

Hi,
I have tried to use GMS API URL .getting attached error.error.

URL for Calling:-
http://gs1vgurs01:7000/urs/call/max/lvq?name=VQ_INTL_Fail_Booking_Ranchi&aqt=stat&tenant=Enviroment
http://gs1vgurs01:7000/urs/call/max/lvq?name=VQ_INTL_Fail_Booking_Ranchi&aqt=urs&tenant=Enviroment

is there any configuration required. how to use these api.followed GMS doc, as per doc called the urs URL.

kindly help.

Regards,



------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd
------------------------------

Original Message:
Sent: 02-04-2019 11:29
From: Jim Crespino
Subject: EWT in real time

Deepti,

The ICON DB is meant to collect data for historical reporting purposes.  It should not be queried for any kind of real-time statistics, and doing so is likely to impact performance of the Genesys reporting subsystems.  I would highly recommend that you DO NOT attempt to use the ICON DB even if it just for a POC.

The items you indicate that you are trying to collect are considered real-time statistics in Genesys and are available via the Genesys Stat Server. To obtain those items you will need to use the Genesys Platform SDK to connect to Stat Server and subscribe to those statistics.  You can either receive those statistics values unsolicited over an asynchronous TPC/IP channel, or you can periodically poll the Stat Server for those statistics (which would be very similar to polling a database).

POCs have a tendency to turn into production applications, so it would benefit you to do things the right way from the start.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com

Original Message:
Sent: 02-03-2019 10:42
From: Deepti Srivastava
Subject: EWT in real time

Hi ,
We need to do POC .in this POC , we want to get the near to real time data from ICON DB and pass it to third party application.
from where ICON DB, I can get the data.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.

Regards,

------------------------------
Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 02-01-2019 14:00
From: Jim Crespino
Subject: EWT in real time

Yes, you could use GMS to retrieve a count of agents that are logged into a queue, agent group, etc.  Really just about any statistic that you can see in Pulse can be requested via GMS.

-Jim

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com

Original Message:
Sent: 02-01-2019 12:57
From: Daniel Hilaire
Subject: EWT in real time

Jim,

Does GMS API also provide stats that show if there are any agents logged in for a particular queue. Maybe the count of agents in a Virtual Agent Group?

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

------------------------------
Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
------------------------------

You will need to consult the URS deployment guide and enable the HTTP listener within URS.  Then in the GMS application object you will need to create a connection between GMS and URS that uses the URS HTTP listener port.  At that point GMS should be able to proxy your requests over to URS to retrieve the EWT statistics.

In the case of a failure, I'd suggest to consult the GMS and URS log files to find more information on why the request isn't working.

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Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
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Original Message:
Sent: 02-18-2019 06:47
From: DEEPTI SRIVASTAVA
Subject: EWT in real time

Hi,
I have tried to use GMS API URL .getting attached error.error.

URL for Calling:-
http://gs1vgurs01:7000/urs/call/max/lvq?name=VQ_INTL_Fail_Booking_Ranchi&aqt=stat&tenant=Enviroment
http://gs1vgurs01:7000/urs/call/max/lvq?name=VQ_INTL_Fail_Booking_Ranchi&aqt=urs&tenant=Enviroment

is there any configuration required. how to use these api.followed GMS doc, as per doc called the urs URL.

kindly help.

Regards,



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Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 02-04-2019 11:29
From: Jim Crespino
Subject: EWT in real time

Deepti,

The ICON DB is meant to collect data for historical reporting purposes.  It should not be queried for any kind of real-time statistics, and doing so is likely to impact performance of the Genesys reporting subsystems.  I would highly recommend that you DO NOT attempt to use the ICON DB even if it just for a POC.

The items you indicate that you are trying to collect are considered real-time statistics in Genesys and are available via the Genesys Stat Server. To obtain those items you will need to use the Genesys Platform SDK to connect to Stat Server and subscribe to those statistics.  You can either receive those statistics values unsolicited over an asynchronous TPC/IP channel, or you can periodically poll the Stat Server for those statistics (which would be very similar to polling a database).

POCs have a tendency to turn into production applications, so it would benefit you to do things the right way from the start.

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Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com

Original Message:
Sent: 02-03-2019 10:42
From: Deepti Srivastava
Subject: EWT in real time

Hi ,
We need to do POC .in this POC , we want to get the near to real time data from ICON DB and pass it to third party application.
from where ICON DB, I can get the data.
1. Agent Availability status(Available agent count),
2.Agents logged-in,
3.Service Level,
4.AHT
5.PIQ.

Regards,

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Deepti Srivastava
AGC networks Australia Pty Ltd

Original Message:
Sent: 02-01-2019 14:00
From: Jim Crespino
Subject: EWT in real time

Yes, you could use GMS to retrieve a count of agents that are logged into a queue, agent group, etc.  Really just about any statistic that you can see in Pulse can be requested via GMS.

-Jim

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Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com

Original Message:
Sent: 02-01-2019 12:57
From: Daniel Hilaire
Subject: EWT in real time

Jim,

Does GMS API also provide stats that show if there are any agents logged in for a particular queue. Maybe the count of agents in a Virtual Agent Group?

Daniel Hilaire | Sr. Manager, Contact Center Engineering

Original Message------

Deepti,

Genesys offers a product called Genesys Mobile Engagement that provides a REST API that can be used to query both EWT as well as just about any statistic you may need.  Genesys Mobile Engagement was designed to be exposed to the public internet, so it can easily provide a way for you to provide this data to a 3rd party.

The Genesys Mobile Service (GMS) API is a suite of REST APIs and the one you would be interested in is the Stat Service API: https://docs.genesys.com/Documentation/GMS/latest/API/StatServiceAPI.  If you go to that page and click on "EWT APIs" in the right hand pane, you will see the various methods you can call as well as the data that is returned in the response.

If the built-in EWT APIs do not provide the exact data you need, then you can use the more generic Stat Request APIs to request any configured static value that you would like.

I hope that helps.

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Jim Crespino
Director, Developer Enablement
Genesys
https://developer.genesys.com
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