as of release 3.27
prior to release 3.27
as of release 3.27 | prior to release 3.27 |
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This object is used to search for an ACD group, and if found, retrieve information on the group configuration and the current state of the ACD queue, which is stored in variables which can be used in the further call flow.
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.
| 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. |
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. |
Prefix is replaced with the prefix specified in the object definition.
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. | |
| $prefix.* | On Match | All configuration fields from the AcdGroups table pertaining to this ACD group. | |
$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. | |
$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. | |
| $prefix.CurrentAgentPresentCount | On Match | The current number of agents logged into the acd group and 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.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. | |
| $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. |