Get Agent Statistics
This block allows polling of the Realtime Reports (RTR) server to make decisions based upon current agent activity.
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Properties |
Values |
Description |
|---|---|---|
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URL to RTRWeb |
Web address |
The location of the RTR server as a URL. For example, http://ais.yourcompany.com/rtrdll/ This can be specified as an IP address. Caution This should be only the path to the RTRWeb.dll file, and should not include the RTRWeb.dll filename. |
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RTR Timeout |
Seconds |
Maximum time to wait for RTR to respond before continuing on to the next block. Default is 10 seconds. Note This property is a new feature of this block. When you apply the corresponding hot fix to existing scripts, the default value does not appear but is still applied. |
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Group Name |
String |
You can select the group name from a drop-down list of available groups in the tenant. This list is refreshed every time you select the block. If a new group is added while you are editing the block, to see the added group, select another block or select the Flow editor background and then reselect the Get Agent Statistics block. If a group is removed from the tenant and the value is currently being used as the group name, the value remains as the selected value, until you manually change it. You are not restricted to the values provided in the drop down list, so you can use an expression as the selected value. |
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Agent state |
Initialized |
Get statistics on all agents who are currently initialized. |
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All |
Get statistics on all agents who are logged on. |
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Available |
Get statistics on all agents who are logged on and waiting for calls. |
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Available In Call |
Get statistics on all agents who are in one or more calls but may have capacity for additional calls. |
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Released |
Get statistics on all agents who are unavailable to take calls. |
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Released In Call |
Get statistics on all agents who are in one or more calls but not available for additional calls. |
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Agent in call state |
All |
Get statistics on all agents who are in all the following states. |
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In Call |
Get statistics on all agents who are in the In all state. |
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On Hold |
Get statistics on all agents who are in the On Hold state. |
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Preview |
Get statistics on all agents who are in the Preview state. |
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Ringing |
Get statistics on all agents who are in the Ringing state. |
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Wrap Up |
Get statistics on all agents who are in the Wrapup state. |
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Call Type |
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Caution For valid combinations, see the following table. |
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All |
For cumulative stats for all call types. |
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CallBack |
For callback calls only. |
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Internet |
For chat calls. |
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Message |
For email or voicemail messages. |
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Multiple |
For multichat agents. |
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Phone |
For voice calls. |
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Result Variable |
String |
Variable name in which to store a returned value for further processing. Returns -1 for timeout or failure. See How to use variables. |
The valid combinations of Agent state, Agent in call state, and Call type are as follows.
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Agent state |
Agent in call state |
Call type |
|---|---|---|
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Initialized |
N/A |
N/A |
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Available |
N/A (All) |
N/A (All) |
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Ringing |
N/A (All) |
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Available In Call |
In Call |
CallBack, Internet, Message, Multiple, Phone |
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On Hold |
CallBack, Internet, Message, Multiple, Phone |
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Preview |
Phone |
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Ringing |
Multiple |
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Wrap Up |
CallBack, Internet, Message, Multiple, Phone |
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Released |
N/A (All) |
N/A (All) |
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Released In Call |
In Call |
CallBack, Internet, Message, Multiple, Phone |
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On Hold |
CallBack, Internet, Message, Multiple, Phone |
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Preview |
Phone |
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Wrap Up |
CallBack, Internet, Message, Multiple, Phone |