Question
Citi
US
Last activity: 5 Mar 2024 7:51 EST
Pega Call - Business is Asking for a live List of users to be shown in the Portal Dashboard
Pega Call - Business is Asking for a live List of users to be shown in the Portal Dashboard.
The Dashboard should contain below basic details below, to be shown to the Managers' Access Groups
The Agent Livet Status
The Agent Extension and Agent ID Numbers
Separate Reports in this Dashboard
Calls are handled per day By an Agent
Agent Active hours per day
The Total Call Duration per Day
The Total Marked as Available Times per day,
Can we create or use any existing functionalities like this to show in Pega call ?
If we can, how do we get the details from ICM Server side/ Or if we have it in Pega itself?
Morgan Stanley
IN
Hi @dp_lagadapati_citi You can use a node level/requestor level data page here. If the data is present in PEGA DB then use Lookup/Report definition to fetch and populate it on to the data page. If data is present in external DB, then check if you can connect your Pega environment to the remote DB for querying else use some connect rules to pull the data and populate back to data page. For live status, you can achieve it with the refresh strategy options available on the data page. Note - there are other ways also to do it, however sharing this as I have implemented this in one of my previous works.