Countagents
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Checks the total number of contact center agents in a particular state |
Supported Script Types
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Generic |
Chat | Phone | Voicemail | Work Item | SMS | Digital |
Input Properties
These properties define data that the action uses when executing.
Property |
Description |
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Caption |
Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon. |
Skills |
The Skill![]() |
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)![]() |
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 |
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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 skill 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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