Agent State

Calculates current states for agents.

Columns

• Agent Login Id – The agent’s login ID.

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

  Formula:

  Date Time Now - State Since

• Last Wrap Up Reason – The wrap-up reason of agent’s last call.

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

• State – The current voice state of the agent.

• State Id – The ID of the current voice state of the agent.

• State Since – The time from which the agent is in a current voice state.

Calculation Parameters

The Grid function has these optional parameters:

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

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

• States – Allows you to select from a list of State names

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