Current Contacts

Calculates currently ongoing and recently ended contacts, which are then displayed in a tabular format. This Grid takes its data from the Amazon Kinesis Stream and as such additional AWS configuration may be required. All the other columns are custom and must be configured. For more information, contact 2Ring Support via email support@2Ring.com.

Columns

• Agent ID – The ID of the agent.

• Agent Name – The name of the agent.

• Channel – How the contact reached the contact center. Can be either Voice, Chat, Email, or Task.

• Contact ID – The ID of the contact.

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

• Initiation Method – Indicates how the contact was initiated.

• Last Update Timestamp – The date and time this contact was last updated.

• Queue ID – The ID of the queue.

• Queue Name – The name of the queue.

• State – The current state of the contact.

• State Since – The date and time this contact entered the current state.

Calculation Parameters

The Grid function has these optional parameters:

• Agent Hierarchy Group Level 1 – Allows you to select from a list of hierarchy groups of level 1.

• Agent Hierarchy Group Level 2 – Allows you to select from a list of hierarchy groups of level 2.

• Agent Hierarchy Group Level 3 – Allows you to select from a list of hierarchy groups of level 3.

• Agent Hierarchy Group Level 4 – Allows you to select from a list of hierarchy groups of level 4.

• Agent Hierarchy Group Level 5 – Allows you to select from a list of hierarchy groups of level 5.

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

• Channel – Allows you to select from a list of channel types.

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