Agents

The Agents KPI Functions display aggregated last Agent activities for the current day. These KPI Functions utilize REST API for initialization and Webhook Notifications for updates. For more information, see the Webhook documentation and REST API documentation.

Depending on the KPI Function, the following parameters may be used:

  • 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.

  • 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.

  • States – Allows you to select from a list of Agent states.

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

In State

Returns the number of agents that are currently in the specified states. Task state, such as Hold or Conferencing is also taken into account.

Parameters: Agents, Competency Level, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams

Logged In

Returns the number of agents that are currently logged in.

Parameters: Agents, Competency Level, Queues, Skills, Skills Boolean Value, Skills Enum Values, Skills Text Values, Teams