ACD Status Text

Displays the current ACD Status for text interactions. 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 text interaction that is not handled.

  API Statistic: ACD_STATUS

  API Statistic Field: totalAssignedAgentsForTextChannels

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

  API Statistic: ACD_STATUS

  API Statistic Field: totalTextInteractionsInQueue

• 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.