ACD Status¶
Displays data for the ACD status metrics.
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 Active¶
Returns the number of agents currently active in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: agentsActive
Aggregation Function: Sum
Parameters: Skills
Agents Assigned¶
Returns the number of agents currently assigned to the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: agentsOnCall
Aggregation Function: Sum
Parameters: Skills
Agents In Queue¶
Returns the number of agents currently in queue on the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: agentsInQueue
Aggregation Function: Sum
Parameters: Skills
Agents In Queue VM¶
Returns the number of agents currently in the voicemail queue on the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: agentsInVoicemailQueue
Aggregation Function: Sum
Parameters: Skills
Agents Logged In¶
Returns the number of agents currently logged into the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: agentsLoggedIn
Aggregation Function: Sum
Parameters: Skills
Agents Not Ready¶
Returns the number of agents currently in Not Ready state in the ACD system with a specific reason code.
API Statistic: ACD_STATUS
API Statistic Field: agentsNotReadyForCalls
Aggregation Function: Sum
Parameters: Skills
Current Longest Queue Time¶
Returns the longest queue time for the current queue in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: currentLongestQueueTime
Aggregation Function: Max
Parameters: Skills
In Progress VM¶
Returns the number of voice mails currently in progress in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: voicemailsInProgress
Aggregation Function: Sum
Parameters: Skills
In Queue¶
Returns the number of interactions for the current queue in the ACD system not assigned to the agent yet.
API Statistic: ACD_STATUS
API Statistic Field: callsInQueue
Aggregation Function: Sum
Parameters: Skills
In Queue Callbacks¶
Returns the number of requested callbacks currently in the queue in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: callbacksInQueue
Aggregation Function: Sum
Parameters: Skills
In Queue VM¶
The number of voicemail messages currently waiting in the queue.
API Statistic: ACD_STATUS
API Statistic Field: voicemailsInQueue
Parameters: Skills
In Queue Visual IVR¶
Returns the number of interactions currently in the queue with visual IVR in the ACD system.
API Statistic: ACD_STATUS
API Statistic Field: vivrCallsInQueue
Aggregation Function: Sum
Parameters: Skills
Longest Queue Time¶
The longest queue time for any interaction in the specified time range.
API Statistic: ACD_STATUS
API Statistic Field: longestQueueTime
Parameters: Skills
Total VM¶
The total number of current voicemail messages.
API Statistic: ACD_STATUS
API Statistic Field: voicemailsTotal
Parameters: Skills