Email Queue State

Calculates current agent email states for queues.

Columns

  • Agents Available – The number of agents currently in the Partial Busy state for emails.

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

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

  • Agents Not Available – The number of agents currently in the Not Available state for emails.

  • Agents Partial Busy – The number of agents currently in the Partial Busy state for emails.

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

  • Agents Unknown – The number of agents currently in the Unknown state for emails.

  • Queue Id – The ID of the queue.

  • Queue Name – The name of the queue.

Calculation Parameters

The Grid function has these optional parameters:

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

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