Selected vs. In-Session agents

Version 1
    This document was generated from CDN thread

    Created by: David Seeba on 13-08-2013 01:28:11 PM
    I'm using the QUERY_QUEUE_STATISTICS_REQ and am having some trouble making sense of the response (QUERY_QUEUE_STATISTICS_CONF)

    I have two queues and the same agent is logged into each of them these statuses

    QUEUE 1:
    08/13/2013 11:02:03----Logged In Agents: 1, Available Agents: 0, In Session Agents: 0, Selected Agents: 1
    08/13/2013 11:02:03----Unavailable Agents: 0, InWorkAgents: 0
    08/13/2013 11:02:03----Calls in Queue: 0, 0, 0, 0, 0, 0, 0, 0, 0, 0

    QUEUE 2
    08/13/2013 11:02:03----Logged In Agents: 1, Available Agents: 0, In Session Agents: 0, Selected Agents: 1
    08/13/2013 11:02:03----Unavailable Agents: 0, InWorkAgents: 0
    08/13/2013 11:02:03----Calls in Queue: 1, 0, 0, 0, 0, 0, 0, 0, 0, 0

    The same agent is logged into both queues, but the agent is talking on a call in the second queue.

    I'm trying to determine the number of calls holding in queue. So I guess this all boils down to the following questions:

    1.) What is the difference between In Session Agents and Selected Agents?
    2.) I need to know how many calls are waiting to be answerred. I was originally thinking I could subtract the number of selected agents from the Calls In Priority Queues. This obviously won't work. Any ideas on how I would gather this information?

    Thanks!

    Subject: RE: New Message from David Seeba in Contact Center Express CTI (UCCXCTI) -
    Replied by: David Seeba on 13-08-2013 02:05:44 PM
    If you add up the 10 priority queues, you get the total number of calls in queue. The problem is, this seems to include calls that are currently connected to agents.

    I'm trying to figure out the number of calls that are sitting in queue, but not currently connected to agents.

    Subject: RE: New Message from David Seeba in Contact Center Express CTI (UCCXCTI) -
    Replied by: David Lender on 13-08-2013 01:52:39 PM
    Are the stats you posted with one call queued and one talking or just one talking?

    I suggest you try QUERY_QUEUE_STATISTICS_REQ while you have several agents logged in and at least 2 calls, one talking and one queued.

    I believe in session agents are agents logged in but not talking. And Selected Agents are agents that are reserved or talking.

    Wouldn’t calls in queue  be just the total of all calls in the 10 priority queues?  If your answer is that there are no calls queued in your example, then why won’t subtracting SelectedAgents from total calls in queue work?

    Subject: RE: New Message from David Seeba in Contact Center Express CTI (UCCXCTI) -
    Replied by: David Seeba on 13-08-2013 02:46:16 PM
    David Lender:

    I believe in session agents are agents logged in but not talking. And Selected Agents are agents that are reserved or talking.

    When there is an available agent, i get stats like this:

    08/13/2013 11:01:10--QUERY_QUEUE_STATISTICS_CONF Received
    08/13/2013 11:01:10----Logged In Agents: 1, Available Agents: 1, In Session Agents: 0, Selected Agents: 0
    08/13/2013 11:01:10----Unavailable Agents: 0, InWorkAgents: 0
    08/13/2013 11:01:10----Calls in Queue: 0, 0, 0, 0, 0, 0, 0, 0, 0, 0

    So maybe In Session indicates something else?

    Subject: RE: Selected vs. In-Session agents
    Replied by: David Lender on 21-08-2013 11:54:12 AM
    In session agents are agents talking.  Selected agents are agents in reserved.  Is it possible you received the QUERY_QUEUE_STATISTICS_CONF when the agent was selected but had not yet answered the call (as once answered the call would be shown in in Session Agents)

    I have opened doc defect CSCui77412 to have the UCCX CTI Protocol guide section on QUERY_QUEUE_STATISTICS_CONF updated to clarify in Session vs Selected agents.

    Subject: RE: Selected vs. In-Session agents
    Replied by: David Lender on 21-08-2013 12:06:23 PM
    The UCCX engineering team confirmed that when an agent was on a call the MIVR log shows inSessionAgents 1 and SelectedAgents 0

    50095: Aug 21 18:12:49.093 IST %MIVR-ICD_CTI-7-UNKutboundMessageprocessor : sending msg : { length=-1 type=QUERY_QUEUE_STATISTICS_CONF,invokeId=7740 SkillGroupNum=2 loggedInAgents=1 inSessionAgents=1 availableAgents=0 unAvailableAgents=0 inWorkAgents=0 selectedAgents=0 callsInPriorityQueue1=0 callsInPriorityQueue2=0 callsInPriorityQueue3=0 callsInPriorityQueue4=0 callsInPriorityQueue5=0 callsInPriorityQueue6=0 callsInPriorityQueue7=0 callsInPriorityQueue8=0 callsInPriorityQueue9=0 callsInPriorityQueue10=0 startTime=Wed Aug 21 17:19:00 IST 2013 endTime=Wed Aug 21 18:12:49 IST 2013 totalCall=3 oldestCallInQueue =0 handledCallsToday=2 callsAbandoned=1 callsDequeued=0 averageTalkDuration=62225 averageWaitDuration=17018 longestTalkDuration=62225 longestWaitDuration=23972 to socket: Socket

    If your MIVR log does not show similarly that when on a call the QUERY_QUEUE_STATISTICS_CONF should show an increment  inSessionAgents and not in selectedAgents then please provide your MIVR log by opening a a CDN Service Request  using your CDN contract and specifying  Other for Technology and CDN - Customer Contact Applications for sub-Technology.