is it possible to add a customized timer in the agent desktop screen?

NICE CXone API & Integrations
1

hi, i am a newbie on GAD.

here are my problems:

  1. is it possible to add a customized timer in the agent desktop?
  2. can this timer be triggered once an email is opened by the agent?
  3. is there a script that needs to be configured to let the duration of timer be saved in the database?

i need some inputs if this is possible. it would be great if technical people can justify their answers…thanks in advance to all the kind beings that will reply with this…thanks again

2

Hi,

let me see if I can answer these:

yes.

yes

you will need to use some sort of ADO or other DB access technique to store the data

I will add the screenshot and part of the code you can start with, but, I am wondering why or why would you want to do it?
If you have StatServer you already have that information in STATUS table. You can also add filter for Email to your TotalTalkTime.
Since you are handling Email I assume you are using some sort of Genesys Internet Suite, if so then you have all the reporting templates for work in place already!

About the screenshot:

this is where I added the timer. Call it EmailTimer and set it to 1000 msecs. Make sure it is Disabled.

For starters, you will need to: create global integer EmailTimerCount. This value will contain the seconds that agent worked on email.
Then, on Established event you want to make sure that the Media is Email and not voice and then start the timer.

So, add to Private Sub TLine1_TEventEstablished(Index As Integer, EventInfo As DesktopToolkitX.TEventInfo) the following:

If EventInfo.MediaType = TMediaEMail Then
EmailTimerCount = True
EmailTimer.Enabled = True

End If

As timer fires, you would want to increment the counter, so just add this:

Private Sub EmailTimer_Timer()

EmailTimerCount = EmailTimerCount +1

End Sub

So, you will increase EmailTimerCount as long as user is on the phone(or email).

At last, you will need to decide when you want to stop your counter: when agent presses release button or when agent leaves AfterCallWork state.

If you want to do it on Release, then just add:

EmailTimer.Enabled = false to Private Sub TLine1_TEventReleased(Index As Integer, EventInfo As DesktopToolkitX.TEventInfo)
this will stop the timer. then just look at the value of EmailTimerCount :wink:

Use any sort of ADO, DBO or anything else you want to access your DB and store the value along with agent_id and probably timestamp in some table.

So, probably add this to a function which will be called onRelease:

Dim ad as ADODB.Connection

'open DB

set ad=New ADODB.Connection

'you will need to define DatabaseName with ODBC string that points to your Access DB or whatever as well as username and password

Let ad.ConnectionString= “ODBC;DSN=” & DatabaseName & “;UID=” & UserName & “;PWD=” & UserPassword
ad.Open

'now that DB is open just insert the data into the table of your choice…Something like this

dim ar as ADODB.recordset

set ar=new adodb.recordset
ar.open {SQL Statement}
ar.execute “INSERT INTO tb(ID,TIME) VALUES (AgentID,EmailTimerCount)”

ar.close
ad.Close

This is pretty much it :slight_smile:

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3

actually, the timer is activated for monitoring purposes of the agent’s handle time in answering the email. since the statserver has timer, i would just want to let the agent know that he/she is working on an email in this duration.

tnx dude for this solution, will try this as soon as i get the hang on genesys…tnx!!!

4

also, im looking on the JSP side of GAD…is it possible to add it here?!

5

Do you mean Java Softphone?

Sorry, I am not really good at Java, but I assume it would be pretty much the same.Even though I do not think you would be able to use ADO.

6

sorry for the late reply, no not the java softphone. the source code i have for GAD is written in JSP. i believe the code u showed me is written in VB language.

thanks!

7

Wow, there was GAD in JSP? I did not know that! I hope somebody can answer this, because I don’t know, sorry!

Can you please tell me the release of Genesys Agent Desktop which is written in JSP?
Is it part of standard Framework CD?

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8

I believe he means Genesys Agent Desktop, formely known as GCNThick Web (6.5) and in 7.0 changed the name. There is a document in Genesys Support web about how to customize the App but i have not seen anything like modifying the code that hard. Add buttons, menues, tabs are allowed and in a way easy to do. However a timer…
What i did in a similar case, not email but voice, was to create a software with the code of ActiveX and put it in the lower part of his screen and then he has time of handle, kind of call, ANI and customers names. also the color changes depending on his state (R/NR).

I hope this can give you an idea.

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