ACD Status SMS¶

Displays data for the ACD status metrics for SMS.

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¶

Returns the number of agents currently assigned to SMS.

API Statistic: ACD_STATUS

API Statistic Field: agentsOnSMS

Aggregation Function: Sum

Parameters: Skills

Returns the longest queue time for the current SMS queue.

API Statistic: ACD_STATUS

API Statistic Field: currentLongestQueueTimeForSMS

Aggregation Function: Max

Parameters: Skills

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

API Statistic: ACD_STATUS

API Statistic Field: currentLongestQueueTimeForSMS

Aggregation Function: Min

Parameters: Skills

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

API Statistic: ACD_STATUS

API Statistic Field: SMSInQueue

Aggregation Function: Sum

Parameters: Skills

Returns the longest queue time for SMS.

API Statistic: ACD_STATUS

API Statistic Field: longestQueueTimeForSMS

Aggregation Function: Max

Parameters: Skills