Agent State (AS_A)¶
AS_A
Depending on the KPI Function, the following parameters may be used:
Presence - Allows you to select from a list of Presence statuses.
Queue - Allows you to select from a list of Queue names.
User - Allows you to select from a list of Agents.
Agent State - Agents In State¶
Number of agents in a specific state using the Presence filter.
Actively (A) updated with notifications.
Parameters: User, Queue, Presence
Agent State - Out Of Office Code¶
Displays a value of 0 or 1 denoting whether the agent is out of office or not.
Actively (A) updated with notifications.
Parameters: User, Queue, Presence
Agent State - Presence¶
Agent’s status indicating the current work mode of the agent such as On Queue, Offline or Out of Office.
Actively (A) updated with notifications.
Parameters: User, Queue, Presence
Agent State - Routing Status Code¶
Code denoting an agent’s routing status.
Actively (A) updated with notifications.
Parameters: User, Queue, Presence
Agent State - Time In Presence¶
Time spent in current presence.
Actively (A) updated with notifications.
Parameters: User, Queue, Presence
Agent State - Time In Routing Status¶
Time spent in current routing status.
Actively (A) updated with notifications.
Parameters: User, Queue, Presence