ACD Status Text¶

Displays data for the ACD status metrics for text.

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 text interactions (social medias, SMS, emails and chats).

API Statistic: ACD_STATUS

API Statistic Field: totalAssignedAgentsForTextChannels

Aggregation Function: Sum

Parameters: Skills

Returns the number of text interactions (social SMS, emails and chats) in the current queue not assigned to the agent yet.

API Statistic: ACD_STATUS

API Statistic Field: totalTextInteractionsInQueue

Aggregation Function: Sum

Parameters: Skills