Agent State¶
Displays agent state data.
Depending on the KPI Function, the following parameters may be used:
Queues – Allows you to select from a list of Contact Service Queue names.
Reason Codes – Allows you to select from a list of Reason Code names.
Skills – Allows you to select from a list of Skill names.
Teams – Allows you to select from a list of Team names.
Agents Logged In¶
Returns the number of agents currently logged in.
Parameters: Queues, Skills, Teams
Agents Logged Out¶
Returns the number of agents currently logged out.
Parameters: Queues, Skills, Teams
Agents Not Ready¶
Returns the number of agents currently in a Not Ready state.
Parameters: Queues, Skills, Teams, Reason Codes
Agents Ready¶
Returns the number of agents currently in the Ready state.
Parameters: Queues, Skills, Teams
Agents Reserved¶
Returns the number of agents currently in the Reserved state.
Parameters: Queues, Skills, Teams
Agents Talking¶
Returns the number of agents currently in the Talking state.
Parameters: Queues, Skills, Teams
Agents Work¶
Returns the number of agents currently performing wrap up for a call.
Parameters: Queues, Skills, Teams