Great suggestion Mark.
Slight caution here; I have used the
User Status Monitor Initiator in the past, but very carefully. This can get very noisy in a busy system, especially if there are automated status changes for your call center agents. It is critical to very quickly identify the specific status change your looking for quickly, and exit eth handler as soon as you can. For example, if you're looking for status "On Break", check the new status and exit immediately if it <> "On break".
Efficiencies here will be required if any scalability is needed.
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Chris Mayo
Director, Technical Services
Altivon
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Original Message:
Sent: 07-24-2019 10:34
From: Mark Tatera
Subject: Time in Status
Mohammad,
I don't think there is a system handler or customization point by default which fires off on user status changes. I think you will have to build a complete custom handler with the initiator "User Status Monitor Initiator".
Here is the info on the initiator from the help file:
User Status Monitor InitiatorThis initiator watches for an event generated by a CIC Client user changing his or her status. For example, a user might change their status from Available to Do Not Disturb.Initiator Properties PageFor more information on the relationship between the parameters on the Initiator Properties page, see Introduction to Initiators.Notification Object TypeUserObject IDSelect {all}.Notification EventSelect Status.OutputsUser IDThe user id of the agent who changed his or her status.First NameThe first name of the agent who changed his or her status.Last NameThe last name of the agent who changed his or her status.Status TextThe current status that resulted from the change. This might be 'Available' or 'Do Not Disturb'.Status Key TextAn unlocalized version of the status message. In a future release of CIC, there will be a localization mapping table for each of the keys. This will be used to display the appropriate string to an end user based on the user's Local settings.Status Change DateTimeA date time value indicating when the status changed.Date StringThe date information contained in the status, such as a return date.Time StringThe time information contained in the status, such as a return time.ExtensionThe agent's extension.DND IndicatorThe Do Not Disturb indicator. True if the status is a DND status. False if the status is not a DND status, like Available.Logged In IndicatorA value of 1 (one) will be returned if the user is logged in, and a value of 0 (zero) if the user is not logged in.From Server FlagThis output parameter is for internal user only, and it may be removed in a future release.Station IdThe station Id where the agent changed his or her status.Error FlagAny error information passed in with the event.DND IndicatorIndicates whether this status is configured as a DND status in Interaction Administrator.ACD IndicatorIndicates whether this status is configured as allowing ACD calls in Interaction Administrator.Forward IndicatorIndicates whether this status is configured as a Forward status in Interaction Administrator.On Phone IndicatorIndicates whether this status is configured as an On Phone status in Interaction Administrator.Previous Status KeyAn unlocalized version of the previous status message. In a future release of CIC, there will be a localization mapping table for each of the keys. This will be used to display the appropriate string to an end user based on the user's Local settings.Previous StatusThe user's previous status.Previous Status Change DatetimeThe time when the status was changed before the most recent change.Exit PathsStartThis step always exits through the start path.
Thanks,
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Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
Original Message:
Sent: 07-23-2019 02:24
From: Mohammad Tawalbeh
Subject: Time in Status
Hi Paul ,
thanks for your replay,
can i now in witch handler i have to change?
Regards
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Mohammad Tawalbeh
Fourth Dimension Systems
Original Message:
Sent: 07-22-2019 10:18
From: Paul Simpson
Subject: Time in Status
Hey Mohammad!
Ok, as far as I am aware, the short answer to your first question is "no". However there are reports you can run....
For the second question, the answer is slightly more complex. Each Status has an attribute named "Persistant". When an Agent logs out, if their current Status is "Persistant" then they remnain in that Status. If not, they are returned to the last Status they used that was. When an Agent logs in, there isn't an out of the box method to set the status automatically.
Of course, with Handlers, this default behavior can be changed.....
HTH
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Paul Simpson
Senior Technical Instructor
Original Message:
Sent: 07-21-2019 04:29
From: Mohammad Tawalbeh
Subject: Time in Status
Hallow,
we have 10 Agents who answering incoming interaction, Agents are worked for 8 hours per day with one hour break, i have two question if any one face it before or can help on:
- time in status start from zero every time agent change his status, so at the end of the day the agent cant know how much time he/she spend in break or in available status. so is there any way to force the counter to continue count and not to reset to zero for break status.?
- another thing is can i changed the agents status automatically when the agents log-off or log-on ?
Thank You ..
#Handlers
#SystemAdministration
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Mohammad Ali
Senior Technical Consultant
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