Agent State (A)

Agent State - actively (A) updated with notifications. AgentState calculations are useful for filtering. Because of request consumption, it is recommended to join these columns to a different user grid with a high refresh interval set.

This grid only supports the REALTIME interval.

Columns

  • Out of Office - Displays that an agent is away from the office and not available for calls or chats.

  • Out of Office Code - Displays a value of 0 or 1 denoting whether the agent is out of office or not.

  • Presence - Agent’s status indicating the current work mode of the agent such as On Queue, Offline or Out of Office.

  • Presence ID - ID of an agent’s state.

  • Routing Status - Routing status is set by the system when an agent is on queue, and it is based on the agent’s current activity. Users cannot directly change their routing status. Routing statuses include - Off Queue, Interacting, Idle, and Not Responding.

  • Routing Status Code - Code denoting an agent’s routing status.

  • Status - Current state of an agent. The calculation is based on the SystemPresence, OutOfOffice and RoutingStatus columns.

  • Time in Presence - Time spent in current presence.

  • Time in Routing Status - Time spent in current routing status.

  • Time in Status - Time spent in current status.

  • User ID - Agent’s user ID.

  • User Name - Name of a user.

Calculation Parameters

The Grid function has these optional parameters:

  • Presence - Allows you to select from a list of presence states.

  • Queue - Allows you to select from a list of queue names.

  • User - Allows you to select from a list of users.