Team State

Calculates current agent states for teams. This is a Real Time calculation. This calculation calculates voice statistics only.

Columns

  • Agents Busy Other – The number of agents currently in the Busy Other state.

  • Agents Logged In – The number of agents currently logged in.

  • Agents Not Ready – The number of agents currently in the Not Ready state.

  • Agents On Hold – The number of agents currently in the Calls On Hold state. The agents must have all active calls on hold.

  • Agents Ready – The number of agents currently in the Ready state.

  • Agents Reserved – The number of agents currently in the Reserved state.

  • Agents Talking – The number of agents currently in the Talking state.

  • Agents Work Not Ready – The number of agents currently performing wrap up for a call in the Not Ready state.

  • Agents Work Ready – The number of agents currently performing wrap up for a call in the Ready state.

  • Team Id – The ID of the team.

  • Team Name – The name of the team.

Calculation Parameters

The Grid function has these optional parameters:

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