ACD Status Email

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

Columns

  • Agents Assigned – The number of agents currently assigned to at least one email interaction that is not handled.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsOnEmail

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

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForEmail

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

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForEmail

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

    API Statistic: ACD_STATUS

    API Statistic Field: emailsInQueue

  • Longest Queue Time – The longest current queue time for emails.

    API Statistic: ACD_STATUS

    API Statistic Field: longestQueueTimeForEmail

  • 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.