Hello,
I'm writing an application using rtd Api to retrieve: NIrtd_INTRVL_AGENT statistics.
I have problem retreiving supervisor user id end it's name:

Selecting this column:

rc = NIrtd_selectColumn(&query, NIrtd_AGENT_SUPERVISOR_USER_ID);

data is always set to 16, and NIrtd_getName(),NIrtd_getFailedName() return error.

I use the same procedure for NIrtd_AGENT_AGENT_ID and NIrtd_AGENT_ANS_SKILLSET, and for that columns it works: data stream are correctly composed: I can see correct name and number.
Also I can say that standard real time report (out of the box) availabe on "Contact Center - Manager" shows supervisor names.

Is there some issue with this tool?

Thanks

Hello,
Please log a DevConnect ticket to have this issue looked at.
Thank you
John

Hi,
I have posted a ticket on Dev Connect but they are unable to answare.
Are there anybody who had ever used NIrtd_getName() method to retrive SupervisorName with NIrtd_AGENT_SUPERVISOR_USER_ID?
Thanks

Alain

Hello,
NIrtd_AGENT_SUPERVISOR_USER_ID is a buffer not a string value (such as NIrtd_AGENT_SUPERVISOR_ID).
For more a more detailed answer with coding examples, a DevConnect ticket would more than likely be chargeable.
Alternately, another forum user may have some source illustrating the use of this buffer.
John

Hello,
thanks for answare.
About buffer or string: I don't use directly NIrtd_AGENT_SUPERVISOR_USER_ID , Instead I try to translate in a string using an API method, I use it as parameter:

//select column

NIrtd_selectColumn(&query, NIrtd_AGENT_SUPERVISOR_USER_ID);

...

//get copy of all names

 NIrtd_getNameCacheforDataColumn(&authInfo, NIrtd_AGENT_SUPERVISOR_USER_ID);

...

//take data

rc = NIrtd_getCol(&tempStatItem->supervisorUI, &tempRow, 3);

...



//get name of particular SuperVisor fail

rc = NIrtd_getName(&authInfo, NIrtd_AGENT_SUPERVISOR_USER_ID, &(tempStatItem->supervisorUI), &tempSupervisorName);

About the coiche of variable: on programmers guide is write in page 36 1th line of table :

Column: NIrtd_AGENT_SUPERVISOR_USER_ID

Definition: "Admin Agent’s primary supervisor blue user ID.(Translatable using NIrtd_getName and NIrtd_getValue)"

Type: BYTE(16) BUFFER

So I tought it shoul be used to take sup name: also because:

NIrtd_getNameCacheforDataColumn(&authInfo, NIrtd_AGENT_SUPERVISOR_USER_ID);

return 0
while

NIrtd_getNameCacheforDataColumn(&authInfo, NIrtd_AGENT_SUPERVISOR_ID);

return error

Hope somebody can answare.
Thx

Hello,
This is also from the same doc:
After the column name cache is initialized, individual ID values can be converted to a name by calling NIrtd_getName.
There is an example of invoking NIrtd_getName to read the skillset name in the sample app:
rc = NIrtd_getName(&authInfo, NIrtd_SKLST_SKILLSET_ID, &(tempStatItem->skillsetId), &tempSkillsetName);
John

Exactly,
I posted some more snippet quotes just before your replay :wink:
Your snippet work for me, untill i use skillsetnames and also agentnames..
but not supervisor names
Alain

Hello,
Do not use rc = NIrtd_getCol(&tempStatItem->supervisorUI, &tempRow, 3);
There are multiple agents per supervisor.
John

Sorry I don't get it:
there is 1 supervisor per agent, I'm using INTVL_AGENT statistic


rc = NIrtd_allocateQuery(&query, NIrtd_INTRVL_AGENT);


Each row of this statistic should represent 1 agent: with his single supervisor, Am I wrong?

Hello,
No your are correct, but I don't have all your source code.
I presume the third column is the right column in your query??
Given that I am referencing the sample application and you are working off the SDK documentation, please re-open your ticket and submit the relevant source code and I can look at it.
(I presume the ticket was 17745?)
John

Hello,
This has been determined to be a bug.
The issue occurs when the supervisor is a different user to the agent
concerned.
There is a fix being worked and it will be released in due course.
Thank you for your help on this.
John