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Groups can be searched for by their ID, name or the foreign system ID field or any combination thereof. An exact match is required in all cases.
Parameters
Parameter | Purpose |
Object Name | The name of this object instance |
Group ID | The ID of the acd group to search for. |
Group Name | The name of the acd group to search for. |
Foreign System ID | The foreign system ID of the acd group to search for. |
Variable Prefix | Specify a variable prefix to which the results will be stored. This prefix is specified without a $ sign. |
Outputs
Output | Used when ... |
Continue | A record is found |
Not Found | No record for the specified parameters was found. |
Error | An error occurred. This is most likely due to the incorrect specification of the ACD groups - either missing commas at the relevant positions, or specifying variables which could not be evaluated. |
Variables Provided
Prefix is replaced with the prefix specified in the object definition.
Variable | Provided | Contains |
$prefix.RESULT | Always | OK - a match was found. NOT_FOUND - no match, no further variables are provided. ERROR - an error occurred, no further variables are provided. |
$prefix.* | On Match | All configuration fields from the AcdGroups table pertaining to this ACD group. |
$prefix.CurrentAgentCallsCount | On Match | The current number of agents logged into the acd group for calls. |
$prefix.CurrentAgentCallsCountExceptPostcall | On Match | The current number of agents logged into the acd group for calls, except those in post call. |
$prefix.CurrentAgentPresentCount | On Match | The current number of agents present (agent status flagged with present). |
$prefix.CurrentAgentCountLoggedInToAcd | On Match | The current number of agents logged into the acd group. |
$prefix.CurrentAgentCountAvailable | On Match | The current number of agents logged into the acd group and available for calls (telephone free, not post call). |
$prefix.ActCalls | On Match | The current number of calls in the ACD group. |
$prefix.PreQueueCalls | On Match | The current number of calls before the queue in the ACD group. |
$prefix.InQueueCalls | On Match | The current number of calls in the queue of the ACD group. |
$prefix.AgentCalls | On Match | The current number of calls at agents in the ACD group. |
$prefix.InServiceCalls1 | On Match | The current number of calls in service according to the service level of the ACD group calculated from the call start timestamp. |
$prefix.InServiceCalls2 | On Match | The current number of calls in service according to the service level of the ACD group calculated from the group start timestamp. |
$prefix.InServiceCalls3 | On Match | The current number of calls in service according to the service level of the ACD group calculated from the queue start timestamp. |
$prefix.ActAvgWaitingTime | On Match | The current average waiting time for all queued and connected calls measured from the start time stamp of entry to the first ACD group. |
$prefix.ActMaxWaitingTime | On Match | The current maximum waiting time for all queued and connected calls measured from the start time stamp of entry to the first ACD group. |
$prefix.ActAvgQueueTime | On Match | The current average queue time for all queued and connected calls measured from the start time stamp of entry to the ACD group queue. |
$prefix.ActMaxQueueTime | On Match | The current maximum queue time for all queued and connected calls measured from the start time stamp of entry to the ACD group queue. |
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