ACD Status Chat

Displays the current ACD Status for chats. If a Derived column for a statistic is not specified, then it is false by default.

Columns

  • Agents Assigned – The number of agents assigned to at least one chat interaction that is not closed. This statistic shows agents on chats as distributed by an assigned ACD queue and does not include agents that may join the chat as a conference guest.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsOnChat

  • Agents Assigned Preview – The number of agents currently assigned to Preview chats.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsOnPreviewChat

  • Agents Assigned Proactive – The number of agents currently assigned to Proactive chats.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsOnProactiveChat

  • Current Longest Queue Time – The time of the oldest chat currently in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForChat

  • Current Longest Queue Time Preview – The time of the oldest Preview chat currently in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForPreviewChat

  • Current Longest Queue Time Preview Since – The time of the oldest Preview chat in the queue since a specified time.

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForPreviewChat

  • Current Longest Queue Time Proactive – The time of the oldest Proactive chat in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForProactiveChat

  • Current Longest Queue Time Proactive Since – The time of the oldest Proactive chat in the queue since a specified time.

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForProactiveChat

  • Current Longest Queue Time Since – The time of the oldest chat currently in the queue since a specified time.

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForChat

  • In Queue – The number of chat interactions in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: chatsInQueue

  • In Queue Preview – The number of Preview chat interactions in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: previewChatsInQueue

  • In Queue Proactive – The number of proactive chat interactions in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: proactiveChatsInQueue

  • Longest Queue Time – The longest queue time for chats.

    API Statistic: ACD_STATUS

    API Statistic Field: longestQueueTimeForChat

  • Longest Queue Time Preview – The longest queue time for Preview chats.

    API Statistic: ACD_STATUS

    API Statistic Field: longestQueueTimeForPreviewChat

  • Longest Queue Time Proactive – The Longest queue time for Proactive chats.

    API Statistic: ACD_STATUS

    API Statistic Field: longestQueueTimeForProactiveChat

  • Skill Id – The ID of the skill.

  • Skill Name – The name of the skill.

Calculation Parameters

The Grid function has these optional parameters:

  • Skills – Allows you to select from a list of skills using a logical OR operation for filtering. When you use this parameter, any object that matches at least one of the selected skills will be included in the results.

  • Skills Groups – Allows you to select from a list of Skill Groups.