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SDK Tools of Trade #3: ShoreTel Contact Center Agent Activity

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It is often required to show the list of groups where an agent is currently logged into and active.

This information is available from the earlier ShoreTel Contact Center Real Time Agent Activity Event Feed SDK, which gives events for agent login and logout along with the list of groups. But it is not explicitly present in the received “group agents” statistics from the ShoreTel Contact Center Real Time Group Activity Event Feed SDK but an application can still determine that using a simple technique briefly explained below.

The “group agents” message provides statistics on all active agents within a subscribed group. If an agent has logged into multiple groups a separate message is sent for each one. And, if the agent logs out of a subscribed group, a message is sent with the ID of who is missing from the list of active agents in that group.

An SDK application can easily track “group agents” statistics for all groups and keep track of agents logging in or out of groups. It can then show the list of groups an agent is logged into.

For more information, please see the ShoreTel Contact Center Real Time Group Activity Event Feed SDK, which is available to anyone who joins the program. For an example of one of our packaged applications that uses the ShoreTel Contact Center Real Time Group Activity Event Feed SDK, checkout the ShoreTel Contact Center Agent Dashboard.