Custom Statistics: Getting Agent State for All Channels
When working with Stat Server, you can configure custom statistics that allow your applications to easily monitor information that might not otherwise be available.
In this article we will build a custom statistic that can be used to return the agent state for all channels, and then look at what the returned EventInfo message might look like.
Configuring a Custom Statistic
Custom statistics can be configured by updating the Stat Server application object in your Genesys environment. This means adding a new section to the application object, and then specifying values for a set of options inside that section that determine how statistics are formed and reported.
To monitor the agent state for all channels, add the following section to your Stat Server application object:
[Custom_CurrentAgentDNState]
Objects=Agent
Category=CurrentState
MainMask=*
Subject=DNActionResulting EventInfo Object
Once your custom statistic is defined in the Stat Server application object, your application can receive EventInfo messages that give your application details about the agent state for all channels. Code from the Working with Statistics section of the Stat Server article shows how to subscribe to a statistic; the only change required is using the name defined as part of your custom statistic. (In the example above, the custom statistic name is Custom_CurrentAgentDNState.)
A sample EventInfo message is provided below for reference:
'EventInfo' (2) attributes:
VOID_VALUE [object] = ObjectValue: AgentStatus {
AgentId = MCR_Agent0
LoginId = 6000
Status = 9
Time = 1392641892
Place = PlaceStatus {
PlaceId = Place_6000_MCR
PlaceStatus = 9
Time = 1392641892
DnStatuses = DnStatusesCollection (size=7) [
[0] DnStatus {
DN Id = 6000
SwitchId = Simulator
GSW DN TYPES = 1
DN Status = 9
Time = 1392641892
Actions = DnActionCollection (size=3) [
[0] DnAction {
Action = Monitored
Time = 1392641870
ActionDataType = NoData
ConnectionId = null
DNIS = null
ANI = null
UserData = null
}
[1] DnAction {
Action = LoggedIn
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
}
[2] DnAction {
Action = AfterCallWork
Time = 1392641892
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
}
]
}
[1] DnStatus {
DN Id = workitem
SwitchId = null
GSW DN TYPES = 0
DN Status = 8
Time = 1392641870
Actions = DnActionCollection (size=2) [
[0] DnAction {
Action = LoggedIn
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "workitem"
}
[1] DnAction {
Action = NotReadyForNextCall
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "workitem"
}
]
}
[2] DnStatus {
DN Id = email
SwitchId = null
GSW DN TYPES = 0
DN Status = 8
Time = 1392641870
Actions = DnActionCollection (size=2) [
[0] DnAction {
Action = LoggedIn
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "email"
}
[1] DnAction {
Action = NotReadyForNextCall
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "email"
}
]
}
[3] DnStatus {
DN Id = fax
SwitchId = null
GSW DN TYPES = 0
DN Status = 8
Time = 1392641870
Actions = DnActionCollection (size=2) [
[0] DnAction {
Action = LoggedIn
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "fax"
}
[1] DnAction {
Action = NotReadyForNextCall
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "fax"
}
]
}
[4] DnStatus {
DN Id = chat
SwitchId = null
GSW DN TYPES = 0
DN Status = 8
Time = 1392641870
Actions = DnActionCollection (size=2) [
[0] DnAction {
Action = LoggedIn
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "chat"
}
[1] DnAction {
Action = NotReadyForNextCall
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "chat"
}
]
}
[5] DnStatus {
DN Id = sms
SwitchId = null
GSW DN TYPES = 0
DN Status = 8
Time = 1392641870
Actions = DnActionCollection (size=2) [
[0] DnAction {
Action = LoggedIn
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "sms"
}
[1] DnAction {
Action = NotReadyForNextCall
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "sms"
}
]
}
[6] DnStatus {
DN Id = webform
SwitchId = null
GSW DN TYPES = 0
DN Status = 8
Time = 1392641870
Actions = DnActionCollection (size=2) [
[0] DnAction {
Action = LoggedIn
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "webform"
}
[1] DnAction {
Action = NotReadyForNextCall
Time = 1392641870
ActionDataType = CallData
ConnectionId = 0000000000000000
DNIS = null
ANI = null
UserData = KVList:
'MediaType' [str] = "webform"
}
]
}
]
}
}
TM_LENGTH [int] = 0
LONG_VALUE [int] = 0
USER_REQ_ID [int] = -1
TM_SERVER [int] = 1392641892
REQ_ID [int] = 520