protected string GetUserStatus()
{
var peopleManager = PeopleManager.GetInstance(_session);
var cache = new UserStatusList(peopleManager);
return(cache.GetUserStatus(_session.UserId).StatusMessageDetails.Id);
}
private void UpdateCurrentUserStatus()
{
if (UserStatusList == null)
{
UserStatusList = new UserStatusList(PeopleManager);
}
UserStatus = UserStatusList.GetUserStatus(PeopleManager.Session.UserId);
//CurrentStatus = UserStatus.StatusMessageDetails;
if (!isStatusCallbackSet)
{
isStatusCallbackSet = true;
UserStatusList.WatchedObjectsChanged += UpdateUsersStatus;
string[] usertowatch = new string[1];
usertowatch[0] = PeopleManager.Session.UserId;
UserStatusList.StartWatchingAsync(usertowatch, EmptyCallBack, null);
}
}
public static int GetAgentAvailabilityByProfile(int profileId)
{
try
{
if (UseCachedValue(profileId) || _isResetting)
{
int agentsAvailable;
if (_availableAgentsByProfileId.TryGetValue(profileId, out agentsAvailable))
{
return(agentsAvailable);
}
}
}
catch (Exception exception)
{
_logging.LogException(exception);
}
if (_lastAvailabilityCheckByProfileId.ContainsKey(profileId))
{
_lastAvailabilityCheckByProfileId[profileId] = DateTime.Now;
}
else
{
_lastAvailabilityCheckByProfileId.Add(profileId, DateTime.Now);
}
if (ShouldReset())
{
ResetWatched();
}
var logMessage = "";
var availableAgents = 0;
try
{
var repository = new Repository();
var profile = repository.Profiles.FirstOrDefault(p => p.ProfileId == profileId);
if (profile != null && _peopleManager != null && _peopleManager.Session != null && _peopleManager.Session.ConnectionState == ConnectionState.Up)
{
var workgroup = profile.Workgroup;
if (workgroup != null)
{
logMessage += "/~ Checking Availability for: " + workgroup.ConfigId + "~/";
var wgUtils = workgroup.Utilizations.ToList();
var agents = workgroup.ActiveMembers;
foreach (var agent in agents)
{
try
{
logMessage += "/~ Checking Agent: " + agent.ConfigId + "~/";
var usl = new UserStatusList(_peopleManager);
var status = usl.GetUserStatus(agent.ConfigId);
var hasRequiredSkills = true;
var acdAvailable = status.LoggedIn && status.StatusMessageDetails.IsAcdStatus;
logMessage += "/~ Status: " + status.StatusMessageDetails.MessageText + "~/";
logMessage += "/~ Logged In: " + status.LoggedIn + "~/";
logMessage += "/~ Is Stale: " + status.IsStale + "~/";
logMessage += "/~ Station Count: " + status.Stations.Count + "~/";
var agentSkills = agent.Skills;
foreach (var skill in profile.Skills)
{
if (!agentSkills.Contains(skill))
{
hasRequiredSkills = false;
}
}
logMessage += "/~ Has Required Skills: " + hasRequiredSkills + "~/";
var agentUtils = agent.Utilizations.ToList();
var utils = agentUtils.Any(u => u.MediaType == MediaType.Chat) ? agentUtils : wgUtils;
var maxChats = 1;
if (utils != null)
{
maxChats = utils.FirstOrDefault(m => m.MediaType == MediaType.Chat).MaxAssignable;
}
if ((agent.IsLicensedForChat || agent.MediaLevel == 3) && agent.HasActiveClientLicense &&
//agent.ActiveInWorkgroups.Contains(workgroup) && //already finding agents for workgroup above
hasRequiredSkills && utils.Any(u => u.MediaType == MediaType.Chat) && acdAvailable && maxChats > 0)
{
logMessage += "/~ Meets base criteria ~/";
var watched = _queues.FirstOrDefault(q => q.QueueId.QueueName == agent.ConfigId && q.QueueId.QueueType == QueueType.User);
var maxReached = false;
if (((watched != null && !watched.IsWatching()) || watched == null) && _interactionsManager != null)
{
if (watched != null)
{
_queues.Remove(watched);
}
var interactionQueue = new InteractionQueue(_interactionsManager,
new QueueId(QueueType.User, agent.ConfigId));
string[] attributes =
{
InteractionAttributeName.InteractionType,
InteractionAttributeName.State,
InteractionAttributeName.Direction
};
interactionQueue.StartWatching(attributes);
_queues.Add(interactionQueue);
watched = interactionQueue;
}
var interactions = watched.GetContents();
var callUtil = agentUtils.Any(u => u.MediaType == MediaType.Call) ? agentUtils.FirstOrDefault(u => u.MediaType == MediaType.Call).UtilizationPercent : wgUtils.Any(u => u.MediaType == MediaType.Call) ? wgUtils.FirstOrDefault(u => u.MediaType == MediaType.Call).UtilizationPercent : 0;
var callbackUtil = agentUtils.Any(u => u.MediaType == MediaType.Callback) ? agentUtils.FirstOrDefault(u => u.MediaType == MediaType.Callback).UtilizationPercent : wgUtils.Any(u => u.MediaType == MediaType.Callback) ? wgUtils.FirstOrDefault(u => u.MediaType == MediaType.Callback).UtilizationPercent : 0;
var chatUtil = agentUtils.Any(u => u.MediaType == MediaType.Chat) ? agentUtils.FirstOrDefault(u => u.MediaType == MediaType.Chat).UtilizationPercent : wgUtils.Any(u => u.MediaType == MediaType.Chat) ? wgUtils.FirstOrDefault(u => u.MediaType == MediaType.Chat).UtilizationPercent : 0;
var emailUtil = agentUtils.Any(u => u.MediaType == MediaType.Email) ? agentUtils.FirstOrDefault(u => u.MediaType == MediaType.Email).UtilizationPercent : wgUtils.Any(u => u.MediaType == MediaType.Email) ? wgUtils.FirstOrDefault(u => u.MediaType == MediaType.Email).UtilizationPercent : 0;
var genericUtil = agentUtils.Any(u => u.MediaType == MediaType.Generic) ? agentUtils.FirstOrDefault(u => u.MediaType == MediaType.Generic).UtilizationPercent : wgUtils.Any(u => u.MediaType == MediaType.Generic) ? wgUtils.FirstOrDefault(u => u.MediaType == MediaType.Generic).UtilizationPercent : 0;
var workitemUtil = agentUtils.Any(u => u.MediaType == MediaType.WorkItem) ? agentUtils.FirstOrDefault(u => u.MediaType == MediaType.WorkItem).UtilizationPercent : wgUtils.Any(u => u.MediaType == MediaType.WorkItem) ? wgUtils.FirstOrDefault(u => u.MediaType == MediaType.WorkItem).UtilizationPercent : 0;
var util = chatUtil;
foreach (var interaction in interactions)
{
//Should I be checking for WorkgroupQueue or other identifier in case a non ACD call is connected and the agent is technically unavailable?
var type = interaction.InteractionType;
var isActive = (interaction.State != InteractionState.ExternalDisconnect &&
interaction.State != InteractionState.InternalDisconnect &&
interaction.State != InteractionState.None);
if (type == InteractionType.Chat && isActive)
{
util += chatUtil;
maxChats--;
}
if (type == InteractionType.Call && isActive)
{
util += callUtil;
}
if (type == InteractionType.Callback && isActive)
{
util += callbackUtil;
}
if (type == InteractionType.Email && isActive)
{
util += emailUtil;
}
if (type == InteractionType.Generic && isActive)
{
util += genericUtil;
}
if (type == InteractionType.WorkItem && isActive)
{
util += workitemUtil;
}
if (maxChats < 1 || util > 100)
{
maxReached = true;
}
}
if (!maxReached)
{
logMessage += "/~ Agent " + agent.ConfigId + " is available. ~/";
availableAgents++;
}
}
}
catch (Exception e)
{
logMessage += "/~" + e.ToString() + "~/";
}
}
}
}
}
catch (Exception e)
{
logMessage += "/~" + e.ToString() + "~/";
}
logMessage += "/~ Agents Available: " + availableAgents + "~/";
try
{
_logging.LogNote(logMessage);
}
catch (Exception)
{
}
if (_availableAgentsByProfileId.ContainsKey(profileId))
{
_availableAgentsByProfileId[profileId] = availableAgents;
}
else
{
_availableAgentsByProfileId.Add(profileId, availableAgents);
}
return(availableAgents);
}