Queue Agent States

Displays the last Agent activity for the current day grouped by Queues in a tabular format.

For more information, see the Webex API documentation.

This Grid Function utilizes REST API for initialization and Webhook Notifications for updates.

Columns

  • Available - The number of agents in the available state and associated with the queue.

  • Channel Type - The type of channel associated with the queue.
    Contains values of Channel Type type.

  • Conferencing - The number of agents in the conferencing state handling a task associated with the queue.

  • Connected - The number of agents in the connected state handling a task associated with the queue.

  • Consulting - The number of agents in the consulting state handling a task associated with the queue.

  • Hold - The number of agents in the hold state handling a task associated with the queue.

  • Idle - The number of agents in the idle state and associated with the queue.

  • Not Responding - The number of agents in the not responding state handling a task associated with the queue.

  • Offered - The number of agents in the offered state handling a task associated with the queue.

  • Queue Id - The ID of the queue.
    Contains values of Queue Id type.

  • Queue Name - The name of the queue.
    Contains values of Queue Name type.

  • Wrapup - The number of agents in the wrapup state handling a task associated with the queue.

Calculation Parameters

The Grid function has these optional parameters:

  • Channel Type - Allows you to select from a list of Channel Types.

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

  • Queues Groups - Allows you to select from a list of parameter groups.