Service Health Metrics: Support for the Agent Console (.net) Service

An enhancement to the Service Health Metrics APIs is now available, enabling administrators to gain deeper visibility into metrics for the Agent Console (.NET) service. This new REST API provides real-time data on the Agent Console (.NET) service, including:

• timeInterval – Duration for which metrics are displayed
• totalRequests – Total number of requests received for the site
• agent_console->successRequests – Metrics for successful requests received by the Agent Console
• agent_console->errorRequests – Metrics for error requests received by the Agent Console
• metricData – Detailed data on successful & unsuccessful requests, including HTTP Status, total request count, and percentage (totalPercentage)

Administrators can integrate these new API metrics into existing operational dashboards to monitor and optimize the Agent Console (.NET) service performance effectively. The API metrics for the Agent Console (.NET) service are not yet available in the real-time Dashboard in the Browser UI (25B).

Business Value:

Observability: Provides specific data for the overall health of the CX service

Steps to Enable

To implement the new Service Health Metrics APIs for the agent console, follow the steps outlined here at cx.rightnow.com by searching for "Service Health Metrics: Quick Start Guide" or Answer ID 12835.

Tips And Considerations

• The API metrics for the Agent Console (.NET) service are not yet available in the real-time Dashboard in the Browser UI (25B)
• This update does not require a 25C CX update
• This update is available in the BUI JUNE II release, available on non-production sites on June 06, 2025 and on production sites June 20, 2025

Access Requirements

• B2C Service Administrator