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  • Real Time Queue Stats in DB?

    Can anyone tell me where to find ECC queue stats in the database such as:
    • How many agents are available
    • How many agents are in ACW
    • How many agents are on a call
    • How many calls are in queue
    • How long the longest call has been in queue on hold
    We just recently switched to ShoreTel and on our old system, we had a custom reader board displayed in the call center that would show these metrics for two different queues. Hoping I can find where this data is stored within the ECC database so I can update our app's DB query to reflect the same info but from ShoreTel. I know ShoreTel has a reader board solution of their own and I'll explore that if I can't get what I'm looking for here. I already have read access to the DB and have poked around some of the tables and have found some useful things but nothing pertaining to queue stats so far.

  • #2
    we use Connect CC its called Agent Manager and it displays on TV's in our call center. I think in ECC 9 its call Wall Board and should be in the main install files of your CC director

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    • #3
      Originally posted by bwall View Post
      we use Connect CC its called Agent Manager and it displays on TV's in our call center. I think in ECC 9 its call Wall Board and should be in the main install files of your CC director
      Yeah we're currently using Agent Manager on our TV as well but it's pretty hard to read. The custom app i designed displays the stats in a much more readable format from anywhere in the call center. I just need to know where the stats are stored in the database so that I can update my query.

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      • #4
        Real-Time statistics can be gathered from the ECC event feed. Please check the ECC integration or API documentation. The ECC database stores statistical information in 5 minute intervals. The CCIR, if implemented, will store call records at the conclusion of a call.

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        • #5
          Originally posted by Doctor596 View Post
          Real-Time statistics can be gathered from the ECC event feed. Please check the ECC integration or API documentation. The ECC database stores statistical information in 5 minute intervals. The CCIR, if implemented, will store call records at the conclusion of a call.
          Thanks. Trying to sign up for access to those APIs and will report back.

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