User Attributes

Displays static data for Agent in a tabular format.

Columns

  • Active Skills – Comma separated list of the skills, that have agent active. Showing only Skills that have Boolean value True and Skills with Proficiency Level that have Proficiency Level greater than 0.

  • Active Skills Quoted – ActiveSkills column formatted for use in dynamic filters.

  • Agent First Name – The first name of the agent.

  • Agent First Name Quoted – Agent First Name column formatted for use in dynamic filters.

  • Agent Id – The ID of the agent.

  • Agent Id Quoted – Agent ID column formatted for use in dynamic filters.

  • Agent Last Name – The last name of the agent.

  • Agent Last Name Quoted – Agent Last Name column formatted for use in dynamic filters.

  • Agent Name – The name of the agent.

  • Agent Name Quoted – Agent Name column formatted for use in dynamic filters.

  • Default Dialled Number – The default dialled number of the agent.

  • Default Dialled Number Quoted – Default Dialled Number column formatted for use in dynamic filters.

  • Email – The email of the agent.

  • Email Quoted – Email column formatted for use in dynamic filters.

  • External Identifier – The external identifier of the agent.

  • External Identifier Quoted – External Identifier column formatted for use in dynamic filters.

  • Mobile – The mobile number of the agent.

  • Mobile Quoted – Mobile column formatted for use in dynamic filters.

  • Queue Ids – Comma separated list of queue IDs assigned to agent.

  • Queue Ids Quoted – Queue IDs column formatted for use in dynamic filters.

  • Queue Names – Comma separated list of queue names assigned to agent.

  • Queue Names Quoted – Queue Names column formatted for use in dynamic filters.

  • Team Ids – Comma separated list of team IDs assigned to agent.

  • Team Ids Quoted – Team IDs column formatted for use in dynamic filters.

  • Team Names – Comma separated list of team names assigned to agent.

  • Team Names Quoted – Team Names column formatted for use in dynamic filters.

  • Workphone – The workphone number of the agent.

  • Workphone Quoted – Workphone column formatted for use in dynamic filters.

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. Only Proficiency Skills with a Competency Level greater than 0 appear in the Active Skills column, yet the filter still allows selection by a Competency Level of 0. This results in the grid displaying Agents who appear not to have the skill assigned, even though they actually do. A Competency Level of 0 is considered a configuration error.

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

  • 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.