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Show CRM agent's enhanced information on Real time reports in CA

By using the following Web-IF function, the enhanced information of each agent in CRM can be shown at real time reports in CA.

(CIM/CA/CRM v2.7.5.7 or later)

 

Syntax:
$func.system.agent.get( identifier, key )

 

Parameters:

identifier – target agent ID.

Key – any enhanced parameter.

 

Example:
$func.system.agent.get($agentId,customerId)

 


How to Use

 

Example case: 

Realtime agent report at CA can show the customer ID that each agent is now dealing with.

 

Setup:

Step 1. Set Script named “agentview” at CRM > Select tenant > [Scripts] page.

var onAgentViewModeChanged = function(view,mode){
    if(mode <= 1){
        var agentWidget = Brekeke.CTI.getClientApp().getAgentWidget();
        var ev = {key:"-customerId",value:""};
        agentWidget.operate('setExtAgentInfo',ev,"");
    }
}

var onCustomerLoad = function(view,mode){
    var agentWidget = Brekeke.CTI.getClientApp().getAgentWidget();
    var ev = {key:"-customerId"};
    
    var value = view.projectName;
    if(mode == 1){
        value += ',CUSTOMERID=' + view.commonbase.fields.customer_id.getValue();
    } else if(mode == 2){
        value += ',CALL DESTINATION';
    } else {
        value += ',NEW';
    }
    ev.value = value;
    agentWidget.operate('setExtAgentInfo',ev,"");
}

In this example, the customer id information will be got with the “-customerId” key.

*You can use any key name with prefix. System regards parameters that have “-” prefix as shared parameters, and will share them with other applications in CCS.

 

 

Step 2.  At CRM > Select Project > [Settings] >[Project Screen] > [Advanced Settings], or  CRM >Select Workspace > [Project]  > [Project Screen Settings] >  [Advanced Settings], select the following events and set script at each event.

Event Scripts
onAgentViewModeChanged agentview.onAgentViewModeChanged
onCustomerLoad agentview.onCustomerLoad

 

 

Step 3. With the following Web-IF function, the value of the paramer set at CRM can be retrieved at the agent realtime report in CA.

$func.system.agent.get($agentId,customerId)

※When the values are retrived from the prameters, the prefix “-” of the parameters are not needed.

 

 

In the agent real time report, the customer id that each agent is now dealing with will be shown.

Yes No
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