Let's Reconnect, thank you for making 2022 our best year yet.

Look Back
Chat Agent Statistics - Real Time BUI — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Chat Agent Statistics - Real Time BUI

Accepted answer
42
Views
5
Comments
edited Oct 31, 2018 10:21PM in Communication Channels 5 comments

Summary

Require current status of Agents when using BUI

Content

Hi

The real-time Chat stats reports don't report on agent status when in BUI. As a workaround I've written a very simple report using table Chat_Agent_Intervals. It looks like if the End Time variable is 'No Value' then the agent is still currently logged in and you can check the status. On the surface this looks like a good option.. but. When I use a filter on End Time = No Value all records are returned not just those with No Value for End Time.

Has anyone had any luck with anything similar? The business definitely wants to use BUI but the lack of real time agent stats is a deal breaker. 

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!