TAPI Widgets
Dashboards have a wide variety of content items that can be used for customization. You can move, resize, rename, and edit widgets to create a custom dashboard appearance. For more information, see Managing Dashboard Content Overview.
The Agent Status Widget and the My Group Status Widget are TAPI
An acronym for Telephony Application Programming Interface - a Microsoft Windows API that provides computer telephony integration and enables PCs running Microsoft Windows to use telephone services. widgets available through a CiscoOne of the many integrations available with Uptivity. TAPI configuration.
Agent Status Widget
The Agent Status Widget displays TAPI status data for the current userIndividuals who have access to and can perform tasks in NICE Uptivity. They also appear in searches and in reporting. Users may include agents, supervisors, system administrators, and others.. The following information is available through the widget:
- The status of the current user.
- The user's Not Ready reason (if "Not Ready").
- The length of time the user has been in current status.
The widget provides controls to:
- Change status to Not Ready with a specific reason code.
- Selecting a reason code sends an NotReady API message to the TAPI data collector. This control will only be displayed if there are reason codes defined in the vpCTIReasonCodes table.
- Change status to Not Ready without a specific reason code.
- Clicking this option sends a NotReady API message to the TAPI data collector. This control will only be displayed if there are not reason codes defined in the vpCTIReasonCodes table and if the user is not already in Not Ready.
- Change status to Available.
- Clicking this option sends a Ready API message to the TAPI data collector. This control will only be displayed f the user is in Not Ready state.
The Agent Status Widget refreshes every 5 seconds to ensure accurate data.
My Group Status Widget
The My Group Status Widget displays TAPI status data for the current user's primary groupA definable collection of users.. The following information is available through the widget:
- Total number of agents in Ready, Not Ready, On Call, and On Hold.
- List of agentsThe person or people taking the inbound calls. with their current status and length of time in that status
The My Group Status Widget refreshes every 10 seconds to ensure accurate data.
