Variable | Provided | Contains | From Release |
$prefix.RESULT | Always | OK - a match was found. NOT_FOUND - no match, no further variables are provided. ERROR - an error occurred, no further variables are provided. |
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$prefix.* | On Match | All configuration fields from the AcdGroups table pertaining to this ACD group. |
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$prefix.CurrentAgentCallsCount $prefix.CurrentAgentCount
| On Match | The current number of agents logged into the acd group for calls. Note - although provided for backwards compatibility - we recommend not to use the variable $prefix.CurrentAgentCount - this has been renamed for clarity to $prefix.CurrentAgentCallsCount. |
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$prefix.CurrentAgentCallsCountExceptPostcall $prefix.CurrentAgentCountExceptPostcall | On Match | The current number of agents logged into the acd group for calls, except those in post call. Note - although provided for backwards compatibility - we recommend not to use the variable $prefix.CurrentAgentCountExceptPostcall - this has been renamed for clarity to $prefix.CurrentAgentCallsCountExceptPostcall. |
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$prefix.CurrentAgentPresentCount | On Match | The current number of agents logged into the acd group and present (agent status flagged with present). |
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$prefix.CurrentAgentCountLoggedInToAcd | On Match | The current number of agents logged into the acd group. |
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$prefix.CurrentAgentCountAvailable | On Match | The current number of agents logged into the acd group and available for calls (telephone free, not post call). |
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$prefix.ClientAgentCallsCount | On Match | The current number of agents logged into the acd for calls (whole client account). | |
$prefix.ClientAgentCallsCountExceptPostcall | On Match | The current number of agents logged into the acd for calls, except those in post call (whole client account). | |
$prefix.ClientAgentPresentCount | On Match | The current number of agents logged into the acd and present (agent status flagged with present, whole client account). | |
$prefix.ClientAgentCountLoggedInToAcd | On Match | The current number of agents logged into the acd (whole client account). | |
$prefix.ClientAgentCountAvailable | On Match | The current number of agents logged into the acd and available for calls (telephone free, not post call, whole client account). | |
$prefix.ActCalls | On Match | The current number of calls in the ACD group. |
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$prefix.PreQueueCalls | On Match | The current number of calls before the queue in the ACD group. |
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$prefix.InQueueCalls | On Match | The current number of calls in the queue of the ACD group. |
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$prefix.AgentCalls | On Match | The current number of calls at agents in the ACD group. |
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$prefix.InServiceCalls1 | On Match | The current number of calls in service according to the service level of the ACD group calculated from the call start timestamp. |
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$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. |
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$prefix.InServiceCalls3 | On Match | The current number of calls in service according to the service level of the ACD group calculated from the queue start timestamp. |
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$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. |
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$prefix.ActMaxWaitingTime | On Match | The current maximum waiting time for all queued and connected calls measured from the start time stamp of entry to the first ACD group. |
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$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. |
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$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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