ACD Status Chat¶
Displays data for the ACD status metrics for chat.
Depending on the KPI Function, the following parameters may be used:
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.
Agents Assigned¶
The number of agents assigned to at least one chat interaction that is not closed. This statistic shows agents on chats as distributed by an assigned ACD queue and does not include agents that may join the chat as a conference guest.
API Statistic: ACD_STATUS
API Statistic Field: agentsOnChat
Parameters: Skills
Agents Assigned Preview¶
The number of agents currently assigned to Preview chats.
API Statistic: ACD_STATUS
API Statistic Field: agentsOnPreviewChat
Parameters: Skills
Agents Assigned Proactive¶
The number of agents currently assigned to Proactive chats.
API Statistic: ACD_STATUS
API Statistic Field: agentsOnProactiveChat
Parameters: Skills
Current Longest Queue Time¶
The time of the oldest chat currently in the queue.
API Statistic: ACD_STATUS
API Statistic Field: currentLongestQueueTimeForChat
Parameters: Skills
Current Longest Queue Time Preview¶
The time of the oldest Preview chat currently in the queue.
API Statistic: ACD_STATUS
API Statistic Field: currentLongestQueueTimeForPreviewChat
Parameters: Skills
Current Longest Queue Time Preview Since¶
The time of the oldest Preview chat in the queue since a specified time.
API Statistic: ACD_STATUS
API Statistic Field: currentLongestQueueTimeForPreviewChat
Parameters: Skills
Current Longest Queue Time Proactive¶
Returns the longest queue time for the current chat queue in Proactive mode in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: currentLongestQueueTimeForProactiveChat
Aggregation Function: Max
Parameters: Skills
Current Longest Queue Time Proactive Since¶
Returns the time from which chat is in the longest queue time within the current queue in Proactive mode in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: currentLongestQueueTimeForProactiveChat
Aggregation Function: Min
Parameters: Skills
Current Longest Queue Time Since¶
The time of the oldest chat currently in the queue since a specified time.
API Statistic: ACD_STATUS
API Statistic Field: currentLongestQueueTimeForChat
Parameters: Skills
In Queue¶
Returns the number of chats in the current queue not assigned to the agent yet in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: chatsInQueue
Aggregation Function: Sum
Parameters: Skills
In Queue Preview¶
Returns the number of chats in the current queue in Preview mode in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: previewChatsInQueue
Aggregation Function: Sum
Parameters: Skills
In Queue Proactive¶
Returns the number of chats in the current queue in Proactive mode in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: proactiveChatsInQueue
Aggregation Function: Sum
Parameters: Skills
Longest Queue Time¶
Returns the longest queue time for chats in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: longestQueueTimeForChat
Aggregation Function: Max
Parameters: Skills
Longest Queue Time Preview¶
Returns the longest queue time for chats in Preview mode in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: longestQueueTimeForPreviewChat
Aggregation Function: Max
Parameters: Skills
Longest Queue Time Proactive¶
Returns the longest queue time for chats in Proactive mode in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: longestQueueTimeForProactiveChat
Aggregation Function: Max
Parameters: Skills