Public/Reports/Get-Five9AgentState.ps1
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function Get-Five9AgentState { <# .SYNOPSIS Function used to determine agent state at a specfic date and time. This can be useful when trying to prove that all agents were in a not ready state which caused a call to queue in a skill. .EXAMPLE Get-Five9AgentState -Date '7/6/2020' -Time '2:52pm' -TimeZone CST # Returns all agent's state at the given date and time converted to the timezone specified .EXAMPLE Get-Five9AgentState -Date '2020/06/10' -Time '9:57:40am' -TimeZone EST -SkillName 'MultiMedia' # Returns agent's state at a given time who are skilled for "MultiMedia" at that time #> [CmdletBinding(PositionalBinding=$true)] param ( # Date string to search agent availability [Parameter(Mandatory=$true)][datetime]$Date, # Time string to search agent availability [Parameter(Mandatory=$true)][datetime]$Time, <# Local time zone. Data pulled from Five9 will default to PST, all times will be converted to time zone specified Options are: • PST: times are not converted • MST: -1 hours offset • CST: -2 hours offset • EST: -3 hours offset #> [Parameter(Mandatory=$true)][ValidateSet("PST", "MST", "CST", "EST")][string]$TimeZone, # Optional parameter. If specified, function will return only agents skilled for this skill [Parameter(Mandatory=$false)][string]$SkillName ) try { Test-Five9Connection -ErrorAction: Stop Add-Type @" public struct agentState { public string time; public string agent; public string state; public string skillAvailability; public string previous_state; } "@ -IgnoreWarnings # time relative to PST # all times returned from Five9 reporting are in PST $timeZoneTable = @{ PST = 0 MST = 1 CST = 2 EST = 3 } [datetime]$startDate = $Date.ToShortDateString() #[datetime]$startDateAdjusted = $startDate.AddHours(-$timeZoneTable[$TimeZone]).ToShortDateString() [datetime]$timeInQuestion = "$($Date.ToShortDateString()) $($Time.ToLongTimeString())" $timeInQuestion_PST = $timeInQuestion.AddHours(-$timeZoneTable[$TimeZone]) if ($timeInQuestion_PST -lt $startDate) { $startDate = $startDate.AddDays(-1) } $id = Start-Five9Report -FolderName 'Agent Reports' -ReportName 'Agent State Details' -StartDateTime $startDate -EndDateTime $timeInQuestion_PST $records = Get-Five9ReportResult -Identifier $id -WaitSeconds 5 if ($records.Count -lt 1) { throw "No data was returned using date and time specified." return } $groups = $records | group AGENT $final = @() foreach ($group in $groups) { $userObj = New-Object agentState $userObj.agent = $group.Name foreach ($record in $group.Group) { if ( $([datetime]$record.TIME).TimeOfDay -lt $timeInQuestion_PST.TimeOfDay ) { if ($record.STATE -eq 'Login') { $userObj.skillAvailability = $record.'SKILL AVAILABILITY' } elseif ($record.STATE -eq 'Ready') { $userObj.time = $record.TIME $userObj.previous_state = $userObj.state $userObj.state = $record.STATE #$userObj.call_id = $null #$userObj.call_type = $null } elseif ($record.STATE -eq 'Not Ready') { $userObj.time = $record.TIME $userObj.previous_state = $userObj.state $userObj.state = $record.STATE #$userObj.call_id = $null #$userObj.call_type = $null } elseif ($record.STATE -eq 'On Call') { $userObj.time = $record.TIME $userObj.previous_state = $userObj.state $userObj.state = $record.STATE #$userObj.call_id = $record.'CALL ID' #$userObj.call_type = $record.'CALL TYPE' } elseif ($record.STATE -eq 'After Call Work') { $userObj.time = $record.TIME $userObj.state = $record.STATE #$userObj.call_id = $record.'CALL ID' #$userObj.call_type = $record.'CALL TYPE' } elseif ($record.STATE -match 'Logout') { $userObj.time = $record.TIME $userObj.previous_state = $userObj.state $userObj.state = $record.STATE #$userObj.call_id = $null #$userObj.call_type = $null } } } if ($userObj.state.Length -gt 1) { if ($userObj.state -notmatch 'On Call|After Call Work') { #$userObj.previous_state = $null } $userObj.time = ([datetime]$userObj.time).AddHours($timeZoneTable[$TimeZone]).ToLongTimeString() $final += $userObj } } if ($PSBoundParameters.Keys -contains "SkillName") { Write-Verbose "$($MyInvocation.MyCommand.Name): Returning '$SkillName' agent states at '$timeInQuestion $TimeZone'." return $final | ? {$_.state -notmatch 'Logout' -and $_.skillAvailability -match $SkillName} | sort state } else { Write-Verbose "$($MyInvocation.MyCommand.Name): Returning all agent states at '$timeInQuestion $TimeZone'." return $final | ? {$_.state -notmatch 'Logout'} | sort state } } catch { $_ | Write-PSFive9AdminError $_ | Write-Error } } |