ACD Status

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

Columns

  • Agents Active – The number of agents enabled to handle interactions in the current queue.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsActive

  • Agents Assigned – The number of agents currently assigned to at least one case interaction that is not handled in the ACD system.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsOnCall

  • Agents In Queue – The number of agents currently in the queue awaiting interactions.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsInQueue

  • Agents In Queue VM – The number of agents currently in the queue ready for voicemail interactions.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsInVoicemailQueue

  • Agents Logged In – The number of currently logged in agents and enabled to handle interactions in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsLoggedIn

  • Agents Not Ready – The number of agents currently in the Not Ready state for calls.

    API Statistic: ACD_STATUS

    API Statistic Field: agentsNotReadyForCalls

  • Current Longest Queue Time – The time of the oldest interaction in the current queue.

    API Statistic: ACD_STATUS

    API Statistic Field: currentLongestQueueTime

  • In Progress VM – The number of voicemail messages currently in progress.

    API Statistic: ACD_STATUS

    API Statistic Field: voicemailsInProgress

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

    API Statistic: ACD_STATUS

    API Statistic Field: callsInQueue

  • In Queue Callbacks – The number of callbacks currently in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: callbacksInQueue

  • In Queue VM – The number of voicemail messages currently waiting in the queue.

    API Statistic: ACD_STATUS

    API Statistic Field: voicemailsInQueue

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

    API Statistic: ACD_STATUS

    API Statistic Field: vivrCallsInQueue

  • Longest Queue Time – The longest queue time for any interaction in the specified time range.

    API Statistic: ACD_STATUS

    API Statistic Field: longestQueueTime

  • Skill Id – The ID of the skill.

  • Skill Name – The name of the skill.

  • Total VM – The total number of current voicemail messages.

    API Statistic: ACD_STATUS

    API Statistic Field: voicemailsTotal

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.