ACD Status SMS

Displays the current ACD Status for SMS. 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 SMS interaction that is currently not handled.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsOnSMS

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

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForSMS

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

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTimeForSMS

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

    API Statistic: ACD_STATUS

    API Statistic Field: SMSInQueue

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

    API Statistic: ACD_STATUS

    API Statistic Field: longestQueueTimeForSMS

  • 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.