as of release 3.27

prior to release 3.27


Function

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.

Parameters

ParameterPurpose
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 IDThe foreign system ID of the acd group to search for.
Variable PrefixSpecify 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 FoundNo record for the specified parameters was found.
ErrorAn 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

From Release
$prefix.RESULTAlways

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 MatchAll 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.CurrentAgentPresentCountOn MatchThe current number of agents  logged into the acd group and present (agent status flagged with present).
$prefix.CurrentAgentCountLoggedInToAcdOn MatchThe current number of agents logged into the acd group.
$prefix.CurrentAgentCountAvailableOn MatchThe current number of agents logged into the acd group and available for calls (telephone free, not post call).
$prefix.ClientAgentCallsCountOn MatchThe current number of agents logged into the acd for calls (whole client account).

3.27

$prefix.ClientAgentCallsCountExceptPostcallOn MatchThe current number of agents logged into the acd for calls, except those in post call (whole client account).

3.27

$prefix.ClientAgentPresentCountOn MatchThe current number of agents  logged into the acd and present (agent status flagged with present,  whole client account).

3.27

$prefix.ClientAgentCountLoggedInToAcdOn MatchThe current number of agents logged into the acd (whole client account).

3.27

$prefix.ClientAgentCountAvailableOn MatchThe current number of agents logged into the acd and available for calls (telephone free, not post call, whole client account).

3.27

$prefix.ActCallsOn MatchThe current number of calls in the ACD group.
$prefix.PreQueueCallsOn MatchThe current number of calls before the queue in the ACD group.
$prefix.InQueueCallsOn MatchThe current number of calls in the queue of the ACD group.
$prefix.AgentCallsOn MatchThe current number of calls at agents in the ACD group.
$prefix.InServiceCalls1On MatchThe current number of calls in service according to the service level of the ACD group calculated from the call start timestamp.
$prefix.InServiceCalls2On MatchThe current number of calls in service according to the service level of the ACD group calculated from the group start timestamp.
$prefix.InServiceCalls3On MatchThe current number of calls in service according to the service level of the ACD group calculated from the queue start timestamp.
$prefix.ActAvgWaitingTimeOn MatchThe current average waiting time for all queued and connected calls measured from the start time stamp of entry to the first ACD group.
$prefix.ActMaxWaitingTimeOn MatchThe current maximum waiting time for all queued and connected calls measured from the start time stamp of entry to the first ACD group.
$prefix.ActAvgQueueTimeOn MatchThe current average queue time for all queued and connected calls measured from the start time stamp of entry to the ACD group queue.
$prefix.ActMaxQueueTimeOn MatchThe current maximum queue time for all queued and connected calls measured from the start time stamp of entry to the ACD group queue.

Release

RELEASE 3.22 FROM 20.09.2020

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