Agent States

Displays the current Agent activity in a tabular format. @@attention This Grid Function utilizes REST API for initialization and Webhook Notifications for updates. For more information, see the Webhook documentation and REST API documentation@@

Columns

  • Agent Id – The ID of the agent.

    Contains values of Agent Id type.

  • Current State – The current state the agent is in.

    Contains values of Current State type.

  • Duration – The amount of time the agent spent in the current state.

    Formula:

    Date Time Now - Start Time

  • Duration Since Last State Change – The amount of time since the agent’s last state change.

    Formula:

    Date Time Now - Start Time Since Last State Change

  • Reason – The reason code of the current state.

  • Start Time – Timestamp of when the agent entered the current state.

  • Start Time Since Last State Change – Timestamp of the agent’s last state change.

  • State Order – A number of the row ordered by Duration, where the oldest state has the highest number. Each agent has his own State Order.

  • Task Id – The ID of the task the agent is currently handling.

  • Team Id – The Id of the team where the agent is active.

  • Team Name – The Name of the team where the agent is active.

Calculation Parameters

The Grid function has these optional parameters:

  • Agents – Allows you to select from a list of Agent names.

  • Competency Level – The minimum profiency level of skill in skill profile. For skill type PROFIENCY.

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

  • Reason Codes – Allows you to select from a list of Reason Codes.

  • Skills – Allows you to select from a list of Skill names. If the Skill parameter is filled, it is necessary to fill in some of the parameters SkillsBooleanValue, SkillsEnumValues, SkillsTextValues and CompetencyLevel according to the type of skills specified in the parameter.
    The agent will be displayed if assigned a skill profile that includes any of the skills specified in the parameter, combined with the skill value according to the skill type.

  • Skills Boolean Value – Allows you to select from a list of Skill names with boolean values. For skill type BOOLEAN.

  • Skills Enum Values – Allows you to select from a list of Skill names with enum values. For skill type ENUM.

  • Skills Text Values – Allows you to select from a list of Skill names with text values. For skill type TEXT.

  • Teams – Allows you to select from a list of Team names.