Agentstate

This help page is for Desktop Studio. This information is also available for Studio.

Checks the status of a specific agent.

Supported Script Types

The icon for a Generic script type - a rectangle with < and > symbols inside it.

The icon for the Email script type - a large @ symbol in a diamond.

The icon for the Chat script type - a chat bubble with an ellipsis inside (...), in a diamond shape.

The icon for the Phone script type - an old-style phone handset with curved lines indicating sound coming out of it.

The icon for the Voicemail script type - a symbol that looks like a cassette tape - two circles sitting on a horizontal line.

The icon for the Work Item script type-a piece of paper with one corner folded down and a bullet list on it.

The icon for the SMS script type - a smart phone with a chat bubble coming out of it.

Generic

 Email Chat Phone Voicemail Work Item SMS

Input Properties

These properties define data that the action uses when executing.

Property

Description
Caption

Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. The default is the action name.

AgentID The agent ID. You can use a variable for this field, such as {agentId}.
StateVariable Variable that holds the agent stateClosed The availability status of an agent, such as Available, Unavailable, and so on.
ReasonVariable The variable that holds the specific description of the agent state.

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition

Description
Default Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
NotLoggedIn Path taken if the agent is not logged in.
Available Path taken if the agent is logged in and available.
Unavailable Path taken if the agent is logged in but not available.
InboundContact Path taken if the agent is logged in and engaged with an inbound contact.
OutboundContact Path taken if the agent is logged in and engaged with an outbound contact.
InboundConsult Path taken if the agent is in a stateClosed The availability status of an agent where they will be accepting inbound consults.
OutboundConsult Path taken if the agent is in a state where they will be accepting outbound consults.
Dialer Path taken if the agent is logged in to an outbound dialing skill.
LoggedIn Path taken if the agent has logged in to the system but has not yet set the agent state.

Script Example

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

In this sample phone script, the IF action checks to see if a specific agent ID value exists. If true, then Agentstate checks that agent's availability. If that agent is available, Reqagent requests that specific agent. If false, the call goes to the script, via a Runsub action, that is used to record a message.

An example script using AGENTSTATE.

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