AppManager for CiscoICD
The following information applies to the 126.96.36.199 version of the Cisco Integrated Contact Distribution (ICD) Module for AppManager.
The CiscoICD_AgentsLoggedOn script calculates the total number of logged on agents by querying the AgentStateDetail table. The following two queries are used:
- Total Agent Logons : SELECT COUNT(*) As 'Agent Logons' FROM AgentStateDetail WHERE eventType = 1
- Total Agent Logoffs : SELECT COUNT(*) As 'Agent Logoffs' FROM AgentStateDetail WHERE eventType = 7
After collecting the values for logons and logoffs we subtract the logoffs value from the logons value. The resultant becomes our value for 'Agents Logged On'.
Note: If the value from the calculation results in a negative number a zero is returned for Agents Logged On. This is a change from older versions of the connector. If you are used to seeing negative values here you will now see a zero. This change was made to help avoid false positive events for the minimum threshold.