How does CiscoICD_AgentsLoggedOn calculate the total number of agents logged on? (NETIQKB72079)

  • Document ID:7772079
  • Creation Date:08-Feb-2010
  • Modified Date:16-Dec-2010
    • Micro Focus Products:
      AppManager

Environment

NetIQ AppManager 7.0.x
AppManager for CiscoICD

Situation

How does CiscoICD_AgentsLoggedOn calculate the total number of agents logged on?

Resolution

The following information applies to the 7.0.44.0 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.

Additional Information

Formerly known as NETIQKB72079