PureConnect

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  • 1.  Custom Dashboard

    Posted 10-06-2020 09:04

    Hellow, 

    I am creating a custom dashboard for PureConnect statistics using ICWS API and C#. I am able to get the statistics values such as InteractionsEntered, InteractionsAnswered and AgentsLoggedInAndActivated etc. using the both /icws/(sessionId)/messaging/subscriptions/statistics/statistic-values and /icws/(sessionId)/messaging/messages APIs.

     

    But, when I am trying to get the Service Level Target (inin.workgroup:ServiceLevelTarget) values for the workgroup, I am not getting any result from the /messaging/messages API.

     

    Please see the below request and response and advise

     

    Request:

     

    URL: /icws/{{SessionId}}/messaging/subscriptions/statistics/statistic-values

    Method:PUT

    Body:

    {

        "statisticIdentifier":"inin.workgroup:ServiceLevelTarget",

        "parameterValueItems":

        [

            {"parameterTypeId":"ININ.People.WorkgroupStats:Workgroup","value":"My_Queue_Name"},

            {"parameterTypeId":"ININ.Queue:InteractionType","value":"Call"},

            {"parameterTypeId":"ININ.Queue:Interval","value":"PreviousShift"}

        ]

    }

     

    ===============================================================================

    Response:

    [

        {

            "__type": "urn:inin.com:statistics:statisticValueMessage",

            "isDelta": false,

            "statisticValueChanges": []

        }

    ]

     

    Any support would be appreciated.

     

    Thanks in advance

    Muhammed Sajid

     


    #Integrations

    ------------------------------
    Mohammad
    ------------------------------


  • 2.  RE: Custom Dashboard

    Posted 10-07-2020 12:41

    Very Interesting.. I am doing something very similar right now and have been having trouble getting values for ServiceLevelDistribution...

    I tried to pull serviceleveltarget to duplicate what you had done (using your PUT). Results are below. I don't get the blank results like you did, but I ran into the same problem that I do for ServiceLevelDistribution... an error value of 99

    Sorry no fix, but I will keep watching this thread and update it if I can get it to work on my system.

    RESPONSE:

    [
        {
            "__type""urn:inin.com:statistics:statisticValueMessage",
            "isDelta"false,
            "statisticValueChanges": [
                {
                    "statisticKey": {
                        "statisticIdentifier""inin.workgroup:ServiceLevelTarget",
                        "parameterValueItems": [
                            {
                                "parameterTypeId""ININ.People.WorkgroupStats:Workgroup",
                                "value""Customer Service"
                            },
                            {
                                "parameterTypeId""ININ.Queues:InteractionType",
                                "value""Call"
                            },
                            {
                                "parameterTypeId""ININ.Queue:Interval",
                                "value""PreviousShift"
                            }
                        ]
                    },
                    "statisticValue": {
                        "__type""urn:inin.com:statistics:statisticErrorValue",
                        "value"99,
                        "statisticValueType"12
                    }
                }
            ]
        }
    ]


    ------------------------------
    Brad Burton
    Prog Leasing, LLC
    ------------------------------



  • 3.  RE: Custom Dashboard

    Posted 10-21-2020 16:25
      |   view attached

    I was able to fix my issue with this same statistic, hopefully it also works for you.  It was an access control issue where you need to give statistic rights to your user for the workgroup.

    It seems that although the majority of statistics for a workgroup can be pulled with just the interaction supervisor plug in license that they call out in the documentation, certain statistics need you to grant access as well via access control.

    for your user

    Security -->Access Control --> search "workgroups" --> give statistics rights for your given workgroup



    ------------------------------
    Brad Burton
    Prog Leasing, LLC
    ------------------------------



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