314 Agent Real Time State Counts Graph - voice simple
Definition
Count of agents by Real-time Agent-State-Group "voice simple" (only contains logged in agents)
What ReasonCode categories are summarized in the 3 groups here can be configured in the table "t_Reason_Code_Category" in the field "Top3".
The names of agent states can be modified within table "t_Agent_State_Group". Unused agent states can be removed within table "t_Agent_State_Group_Member".
Main data source: Agent_Real_Time
Screenshots
Field description
| Field name | Description |
|---|---|
| AgentStateGroupID | ID of Agent-State-Group |
| EnterpriseName | Name of Agent-State-Group with following possible values: Available Active (Any call presented, with active conversation in progress or on hold) Wrapup (Call in the wrap-up stage) Not Ready - Reason 1 (Not Ready with a reason of a category of group 1) Not Ready - Reason 2 (Not Ready with a reason of a category of group 2) Not Ready - Reason 3 (Not Ready with a reason of a category of group 3) Not Ready - Other (Not Ready without a reason or a reason of another category) |
| ModelID | ID of State-Model (3000) |
| ModelName | Name of State-Model (voice simple) |
| StateCount | Number of agents within this state |