Queue Agent States

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

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

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

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

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

In State

Returns the number of agents that are currently in the specified states. Task state, such as Hold or Conferencing, is not taken into account.

Parameters: Queues, State, Channel Type