Agent State

Calculates current states for agents. This is a Real Time calculation.

Columns

  • Agent ID – The ID of the Agent.

  • Call Direction – The direction of agent’s current call.

  • Calls In Queue – The number of ACD calls waiting for the agent in a queue.

  • Channel Type – The channel type associated with the Media Routing Domain.

  • Current Call Queue – The Precision Queue or Skill Group assigned to the agent’s current call.

  • Duration – The time the agent has spent in the current state.

  • Media Routing Domain ID – The ID of the Media Routing Domain.

  • Media Routing Domain Name – The name of the Media Routing Domain.

  • Reason – The reason code of agent’s current state.

  • State – The current state of the agent.

Calculation Parameters

The Grid function has these optional parameters:

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

  • Call Types – Allows you to select from a list of Call Type names.

  • Media Routing Domains – Allows you to select from a list of Media Routing Domain names.

  • Peripherals – Allows you to select from a list of Peripheral names.

  • Precision Queues – Allows you to select from a list of Precision Queue names.

  • Skill Groups – Allows you to select from a list of Skill Group names.

  • Teams – Allows you to select from a list of Team names.

  • Use Logged Out States – Allows you to select yes or no option. This parameter determines if the grid will show users who are in the Logged Out state. If this parameter is not used, grid will not show such users.