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Cisco finesse : use of Queue Statistics gadget in Agent Role

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Cisco finesse : use of Queue Statistics gadget in Agent Role
queue statistics gadget
Answer
8/29/12 4:36 AM
We have tried to use a "queueStatistic" gadget in Cisco finesse 9.0 i.e. http://localhost/desktop/gadgets/QueueStatistics.jsp  . but it is throwing error as "Error retrieving the Queues"


Can I use the QueueStatistics gadget in Agent Side Cisco finesse gadget 9.0 or is it not supported/meant for Agent login ?


It is working fine if supervisor logs in to the Cisco finesse application. We have given IP Address ( instead of Localhost ) also, still it is not working.


Screenshots attached.

Thanks in advance.

GP.
Attachments:
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RE: Cisco finesse : use of Queue Statistics gadget in Agent Role
Answer
8/30/12 5:45 PM as a reply to Gajanan Pande.
The QueueStatistics gadget is currently supported only for Supervisors.
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RE: Cisco finesse : use of Queue Statistics gadget in Agent Role
Answer
8/31/12 5:26 AM as a reply to David Lender.
But infinesse API document 9.0(1) (page 52), they mentioned that it will support both supervisors and agents roles based on the skills assigned.
Why is this Queue statistics feature support in Supervisors only?
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RE: Cisco finesse : use of Queue Statistics gadget in Agent Role
Answer
9/4/12 2:05 PM as a reply to Karthik Bahiradhan.
First, this is a product support issue not an API issue. Second, the document is incorrect. The Queue statistics gadget has not been tested with and will not work in Agent Role. Also, having all agents receive Queue statistics will put too large a load on the Finesse server.
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RE: Cisco finesse : use of Queue Statistics gadget in Agent Role
Answer
9/11/12 6:57 AM as a reply to David Lender.
Queue statistics for Agents are very important as well. We had some of this before with CTI OS and CAD and many customers expect to have the same on Finesse. :-)

Padd
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RE: Cisco finesse : use of Queue Statistics gadget in Agent Role
Answer
10/10/12 11:53 PM as a reply to Taveewat Chantaraseno.
Is Cisco intending to support the queue statistics gadget for agents at some point in the future? I have to echo what Taveewat said about this being a very important feature. This has always been available in CTIOS and most of our customers depend on it. In fact, the last two customer inquiries I've had on Finesse have been related to provided queue statistics to agents.
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RE: Cisco finesse : use of Queue Statistics gadget in Agent Role
Answer
10/11/12 7:11 PM as a reply to Edward Umansky.
I understand and agree.  It is absolutely in our plan to provide real-time queue stats for agents as well as supervisors but we don't have a specific release commitment at this time.
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