Countagents

Checks the total number of contact center agents in a particular stateClosed The availability status of an agent for a particular ACD skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. For example, the number of agents who are logged in or those in an unavailable state.

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.

The icon for the Digital script type - a computer monitor with a smartphone next to it.

Generic

 Email Chat Phone Voicemail Work Item SMS Digital

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.

Skills The SkillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge(s) you want the agents to have when you count agents. Notice that you can select ALL if you want any agent with any skill to be counted. If you enter a variable such as AVAIL or NUMOB, make sure you use curly brackets.
TotalLoggedIn Returns the number of all agents logged in.
Available Returns the number of all agents in an available state.
Unavailable Returns the number of all agents in an unavailable state.
ACD Returns the number of all agents in an ACD (automatic call distribution)Closed System that recognizes, routes, and connects contacts to available agents based on skill and priority state.
Outbound Returns the number of all agents making outbound contacts.
Dialer Returns the number of all agents with the Personal Connection skill.
HighProficiency

The highest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.

LowProficiency

The lowest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.

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.
NoneAvailable Path taken if no agents are available.

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 script, Hours makes sure the company is open. If so, Countagents counts the number of agents available for a specific skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If one or more is available, an agent is requested. If not, a message plays and then hangs up the call.

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