Agent Statistics SMS¶

Displays data for the agent statistics metrics for SMS.

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

Agent Groups – Allows you to select from a list of Agent groups.
Agents – Allows you to select from a list of Agent names.
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.
Skills – Allows you to select from a list of skills.

Assigned¶

Returns the number of agents assigned to SMS.

API Statistic: AGENT_STATISTICS

API Statistic Field: totalSmsAssigned

Aggregation Function: Sum

Parameters: Agents, Agent Groups, Skills, Operator

Returns the number of SMS closed by agents.

API Statistic: AGENT_STATISTICS

API Statistic Field: totalSmsClosed

Aggregation Function: Sum

Parameters: Agents, Agent Groups, Skills, Operator

Returns the longest time the agents were assigned to SMS.

API Statistic: AGENT_STATISTICS

API Statistic Field: longestAssignedTimeForSms

Aggregation Function: Max

Parameters: Agents, Agent Groups, Skills, Operator