Agent Status Summary
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Agent Status Summary
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The Agent Status Summary widget displays the count of agents in various Agent states, only for logged-in agents.
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Request
{
"Sender": "ATIRealTimeService",
"Receiver": "PerformanceMetrics_ACQ_1654268360}",
"MessageType": "AgentStatusSummaryReport",
"Data": "[{\"AgentState\":\"LoggedIn\",\"Inbound\":1,\"Outbound\":1},{\"AgentState\":\"Idle\",\"Inbound\":0,\"Outbound\":1},{\"AgentState\":\"PreviewState\",\"Inbound\":0,\"Outbound\":0},{\"AgentState\":\"InCall\",\"Inbound\":0,\"Outbound\":0},{\"AgentState\":\"ACW\",\"Inbound\":0,\"Outbound\":0},{\"AgentState\":\"NotReady\",\"Inbound\":1,\"Outbound\":0},{\"AgentState\":\"Offline\",\"Inbound\":0,\"Outbound\":0},{\"AgentState\":\"LoggedOff\",\"Inbound\":0,\"Outbound\":0}]",
"Time": "01/25/2022 07:44:35.144"
}Request Fields
Field | Description |
|---|---|
Sender | The client sending the packet. |
Receiver | The receiver of the packet. |
Message Type | The message type is AgentStatusSummaryReport. |
Response
{
"AgentState": "LoggedIn",
"Inbound": 0,
"Outbound": 0
},
{
"AgentState": "Idle",
"Inbound": 0,
"Outbound": 0
},
{
"AgentState": "PreviewState",
"Inbound": 0,
"Outbound": 0
},
{
"AgentState": "InCall",
"Inbound": 0,
"Outbound": 0
},
{
"AgentState": "ACW",
"Inbound": 0,
"Outbound": 0
},
{
"AgentState": "NotReady",
"Inbound": 0,
"Outbound": 0
},
{
"AgentState": "Offline",
"Inbound": 0,
"Outbound": 0
},
{
"AgentState": "LoggedOff",
"Inbound": 0,
"Outbound": 0
},
{
"AgentState": "Inbound",
"Inbound": 0,
"Outbound": 0
}
Response Fields
Field | Description |
|---|---|
AgentState | This column shows the various agent states. For example, Logged-in, Idle, InCall, etc. |
Inbound | This column shows the number of Inbound agents (handling Inbound interactions) in each agent state in the report. |
Outbound | This column shows the number of Outbound agents (handling Outbound interactions) in each agent state in the report. |
LoggedIn | The count of logged-in agents. |
Idle | The count of agents in the Idle state. |
PreviewState | The count of agents previewing calls before dialing. |
InCall | The count of agents in an active call. |
ACW | The count of agent handling after-call work (ACW). |
NotReady | The count of agents in the Not Ready state. |
Offline | The count of agents that are offline. |
LoggedOff | The count of agents that are logged off, after having logged in. |
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