ACD Status Social¶

Displays data for the ACD status metrics for social.

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 social media interactions.

API Statistic: ACD_STATUS

API Statistic Field: agentsOnSocial

Aggregation Function: Sum

Parameters: Skills

Returns the longest queue time for the current email queue.

API Statistic: ACD_STATUS

API Statistic Field: currentLongestQueueTimeForSocial

Aggregation Function: Max

Parameters: Skills

Returns the time from which social media interaction is in the longest queue time within the current queue.

API Statistic: ACD_STATUS

API Statistic Field: currentLongestQueueTimeForSocial

Aggregation Function: Min

Parameters: Skills

Returns the number of social media interactions in the current queue not assigned to the agent yet.

API Statistic: ACD_STATUS

API Statistic Field: socialsInQueue

Aggregation Function: Sum

Parameters: Skills

Returns the longest queue time for social media interactions.

API Statistic: ACD_STATUS

API Statistic Field: longestQueueTimeForSocial

Aggregation Function: Max

Parameters: Skills