Chat Agent State

Calculates current chat states for agents.

Columns

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

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

  Formula:

  Date Time Now - State Since

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

• State – The current chat state of the agent.

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

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