ACD Status Email

Displays data for the ACD status metrics for email.

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.

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Agents Assigned

Returns the number of agents currently assigned to emails.

API Statistic: ACD_STATUS

API Statistic Field: agentsOnEmail

Aggregation Function: Sum

Parameters: Skills

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Current Longest Queue Time

Returns the longest queue time for the current email queue.

API Statistic: ACD_STATUS

API Statistic Field: currentLongestQueueTimeForEmail

Aggregation Function: Max

Parameters: Skills

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Current Longest Queue Time Since

Returns the time from which email is in the longest queue time within the current queue.

API Statistic: ACD_STATUS

API Statistic Field: currentLongestQueueTimeForEmail

Aggregation Function: Min

Parameters: Skills

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In Queue

Returns the number of emails in the current queue not assigned to the agent yet.

API Statistic: ACD_STATUS

API Statistic Field: emailsInQueue

Aggregation Function: Sum

Parameters: Skills

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Longest Queue Time

Returns the longest queue time for emails.

API Statistic: ACD_STATUS

API Statistic Field: longestQueueTimeForEmail

Aggregation Function: Max

Parameters: Skills