Agent States Active¶
Agent States Active
Depending on the KPI Function, the following parameters may be used:
Presence – Allows you to select from a list of Presence statuses.
Queue – Allows you to select from a list of Queue names.
Skill – Allows you to select from a list of Skill names.
User – Allows you to select from a list of Agents.
Agents In State¶
Number of agents in a specific state using the Presence filter.
Actively updated with notifications.
Parameters: User, Queue, Presence, Skill
Out Of Office Code¶
Displays a value of 0 or 1 denoting whether the agent is out of office or not.
Actively updated with notifications.
Parameters: User, Queue, Presence, Skill
Presence¶
Agent’s status indicating the current work mode of the agent such as On Queue, Offline or Out of Office.
Actively updated with notifications.
Parameters: User, Queue, Presence, Skill
Routing Status Code¶
Code denoting an agent’s routing status.
Actively updated with notifications.
Parameters: User, Queue, Presence, Skill
Time In Presence¶
Time spent in current presence.
Actively updated with notifications.
Parameters: User, Queue, Presence, Skill
Time In Routing Status¶
Time spent in current routing status.
Actively updated with notifications.
Parameters: User, Queue, Presence, Skill