Agent State¶
Displays the current state of all agents.
Columns¶
Active Skills – The Active Skills list for agents.
After Call Work State Duration – The after call work (ACW) duration.
Formula:
Date Time Now - After Call Work State Since
After Call Work State Since – A time indicating when the current ACW state began.
Agent Id – The ID of the agent.
Call Type – If the agent is handling a call, it will be identified as either an Inbound or Outbound call.
Campaign Name – If the agent is handling a call, this field identifies the campaign name that delivered the call.
Current Cases – The number of current cases handling by the agent.
API Statistic: AGENT_STATE
API Statistic Field: currentCasesCount
Current Chats – The number of current chats handling by the agent.
API Statistic: AGENT_STATE
API Statistic Field: currentChatsCount
Current Emails – The number of current emails handling by the agent.
API Statistic: AGENT_STATE
API Statistic Field: currentEmailsCount
Current Parked Calls – The number of currently parked calls by the agent.
API Statistic: AGENT_STATE
API Statistic Field: parkedCallsCount
Presence Ready Channels – Channels indicating whether the agent is in the Ready state or not.
Current Video Chats – The number of current video chats handling by the agent.
API Statistic: AGENT_STATE
API Statistic Field: currentVideoChatsCount
Customer – If the agent is handling a call, this displays the first and last name of the contact, if the Contact record was found based on the phone number.
Duration – Duration of agent’s state in HH:MM:SS format.
Formula:
Date Time Now - Reason Code Since OR (If the State has no ReasonCode) Duration = Date Time Now - State Since
Logged Out State Duration – Logout duration is displayed in HH:MM:SS format.
Formula:
Date Time Now - Logged Out State Since
Logged Out State Since – Date‐time stamp indicating when agent logout occurred.
Media Availability – Media the agent can handle - calls and voice mails. Media availability is independent from agent state. The agent now is to be ready for calls or voice mails or both.
Not Ready State Duration – Not Ready duration displayed in HH:MM:SS format.
Formula:
Date Time Now - Not Ready State Since
Not Ready State Since – Date‐time stamp indicating when the agent’s Not Ready state began.
On Call State Duration – Call duration displayed in HH:MM:SS format.
Formula:
Date Time Now - On Call State Since
On Call State Since – The time is displayed showing when the call began.
On Hold State Duration – The length of time the call has been in this status. \On Hold State Durations\ helps identify negative agent behavior. Also, agents forget about the fact that they have calls on hold. These fields enable supervisors to identify such situations.
Formula:
Date Time Now - On Hold State Since
On Hold State Since – If an agent has placed a call on hold, the hold duration is displayed in HH:MM:SS format.
On Park State Duration – The length of time the call has been in this status. \On Park State Durations\ helps identify negative agent behavior. Also, agents forget about the fact that they have calls parked. These fields enable supervisors to identify such situations.
Formula:
Date Time Now - On Park State Since
On Park State Since – Hold duration displayed in HH:MM:SS format.
Pending Ready Channels – Channels indicating weather agent will be in Ready state or not.
Permanent Recording – The permanent recording of all agent calls. A true value indicates this feature is enabled.
Ready Channels – Channels indicating weather agent is in Ready state or not.
Ready State Duration – Ready state duration displayed in HH:MM:SS format.
Formula:
Date Time Now - Ready State Since
Ready State Since – The time indicates when the ready state was entered.
Reason Code – The value indicates why an agent is Not Ready or Logged Out.
Reason Code Duration – Duration for the current reason code displayed in HH:MM:SS format.
Formula:
Date Time Now - Reason Code Since
Reason Code Id – The ID of the Reason Code.
Reason Code Since – The time indicating when this reason code was entered.
Session Recording – A true value indicates recording is enabled for this user session.
State – The Ready, Ringing, On call, After Call Work and other state of agents.
State Duration – Duration of agent’s current state in HH:MM:SS format.
Formula:
Date Time Now - State Since
State Since – Date and time the agent entered the current status.
Calculation Parameters¶
The Grid function has these optional parameters:
Agent Groups – Allows you to select from a list of Agent groups.
Agent States – Allows you to select from a list of Agent states.
Agents – Allows you to select from a list of Agent names.
Media Availabilities – Allows you to select from a list of Medias.
Operator – Specifies the logical operator used in combination with the Skill parameter, accepting values of either OR or AND. This parameter cannot be used alone; it is intended to refine filtering criteria based on skill requirements within an application. When the Operator parameter is omitted, the Skill parameter defaults to using the OR operator, meaning any of the specified skills can satisfy the condition.
Reason Codes – Allows you to select from a list of Reason Codes.
Skills – Allows you to select from a list of skills.