Queue Agent States

Displays the last Agent activity for the current day grouped by Queues 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

• 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.