Agent State

Displays data for the agent state metrics.

Depending on the KPI Function, the following parameters may be used:

  • Agent Groups – Allows you to select from a list of Agent groups.

  • Agent States – Allows you to select from a list of Agent states.

  • Agents – Allows you to select from a list of Agent names.

  • Media Availabilities – Allows you to select from a list of Medias.

  • Operator – Specifies the logical operator used in combination with the Skill parameter, accepting values of either OR or AND. This parameter cannot be used alone; it is intended to refine filtering criteria based on skill requirements within an application. When the Operator parameter is omitted, the Skill parameter defaults to using the OR operator, meaning any of the specified skills can satisfy the condition.

  • Reason Codes – Allows you to select from a list of Reason Codes.

  • Skills – Allows you to select from a list of skills.

Current Cases

Returns the number of cases currently handling by agents.

API Statistic: AGENT_STATE

API Statistic Field: currentCasesCount

Aggregation Function: Sum

Parameters: Agents, Agent Groups, Agent States, Media Availabilities, Reason Codes, Skills, Operator

Current Chats

Returns the number of chats currently handling by agents.

API Statistic: AGENT_STATE

API Statistic Field: currentChatsCount

Aggregation Function: Sum

Parameters: Agents, Agent Groups, Agent States, Media Availabilities, Reason Codes, Skills, Operator

Current Emails

Returns the number of emails currently handling by agents.

API Statistic: AGENT_STATE

API Statistic Field: currentEmailsCount

Aggregation Function: Sum

Parameters: Agents, Agent Groups, Agent States, Media Availabilities, Reason Codes, Skills, Operator

Current Parked Calls

Returns the number of currently parked calls by agents.

API Statistic: AGENT_STATE

API Statistic Field: parkedCallsCount

Aggregation Function: Sum

Parameters: Agents, Agent Groups, Agent States, Media Availabilities, Reason Codes, Skills, Operator

Current Video Chats

Returns the number of video chats currently handling by agents.

API Statistic: AGENT_STATE

API Statistic Field: currentVideoChatsCount

Aggregation Function: Sum

Parameters: Agents, Agent Groups, Agent States, Media Availabilities, Reason Codes, Skills, Operator

In State

Returns the number of agents that are currently in the specified states.

API Statistic: AGENT_STATE

API Statistic Field: state

Aggregation Function: Count

Parameters: Agents, Agent Groups, Agent States, Media Availabilities, Reason Codes, Skills, Operator