Queue Metrics Widget

Description

This custom widget gives the ability to Agents to check the Metrics for a specific set of Queues & Attributes before transffering an engagement to another Queue.

⚠️ Disclaimer

💡 This sample application is provided for demonstration purposes only and is not intended for production use. We assume no responsibility for any issues arising from its use.

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Technical Details

The widget primarily uses the AXP Admin & Routing APIs and the Workspaces Widget Framework SDK.

Workspaces Widget Framework SDK

• onAgentStateEvent: Subscribe to changes in Agent's state (logged in, ready, not ready, etc.).
• onAnyInteractionEvent: Subscribe to any new Interaction on the agent's desktop.
• getInteractionData(): Obtain details of the current interaction.
• getConfiguration().user: Retrieve the full logged-in Agent configuration.

Avaya Experience Platform APIs

• Authorization: Acquire an access token for API calls.
• Get Queue Metrics: Fetch Metrics for a specific Queue.
• List Categories: Retrieve Categories/Attributes for the tenant.
• List Queues: Get configured Queues for the tenant.

Configuration & Installation

The widget consists of the bundle.js file and a backend component for authorization and AXP API requests proxying. Both components are not multi-tenanted and require individual deployment per tenant.

Pre-requisites include AXP Client Credentials (CLIENT_ID and CLIENT_SECRET) and AXP API Application Key (AXP_API_APP_KEY). Node.js v18.0+ is also necessary.

Running the Backend Component

Refer to the AXP Proxy API build & deploy guide available here.

Building the Widget bundle.js File

The bundle.js file is built out of the react-app (queue-metrics-widget)

To build the bundle.js file:

• Navigate to src/app/config.js and update the configuration for your tenant:

export default {
    env: {
        AXP_CLIENT_ID: "YOUR_AXP_CLIENT_ID",
        AXP_PROXY_BASE_URL: "https://your_server_fqdn_running_axp-proxy-api:3001",
        AXP_ACCOUNT_ID: "ABCDEF",
        AXP_API_APP_KEY: "your-secret-api-app-key"
    },
};

• Run yarn install to install dependencies.
• Run yarn build to build the bundle.js file, it will be in the build/ folder.

Dockerized Hosting

Prerequisites

• Node.js version 18+.
• Docker & Docker Compose.
• SSL Certificate & Key.
• Upload queue-metrics-widget.json to Avaya Experience Platform Admin Portal -> Widget Management.

Steps

1. Update docker-compose-dev.yml with SSL certificate paths.
2. Build and deploy the widget:

   yarn install
   yarn build
   docker-compose -f docker-compose-dev.yml up # add -d for background process

3. To apply changes, run npm run build and refresh workspaces.

If you've done everything correctly, it should look something like this (default without any changes).

Manual Hosting

Hosting with NGINX

Serve the widget using any web server. Here is an NGINX configuration example:

server {
    listen 8443 ssl;
    ssl_certificate /etc/nginx/cer.cer;
    ssl_certificate_key /etc/nginx/key.key;
    add_header Access-Control-Allow-Origin *;
    root /home/username/Projects/queue-metrics-widget/build; # Path to bundle.js file
    autoindex on;
}