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Checks the status of a specific agent. |
Supported Script Types
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| Generic | Chat | Phone | Voicemail | Work Item |
Properties
- AgentID
- Unique, system-designated, numeric identifier of the agent.
- StateVariable
- Variable that details the agent stateThe availability status of an agent. (available, unavailable, ACD (automatic call distribution)Automated Call (or Contact) Distribution; system that recognizes, routes, and connects contacts to available agents based on skill and priority., outbound, and so on).
- ReasonVariable
- Specific description of the agent state. For example, if the user is in an ACD state, the reason shows the name of the SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge being used.
Branches
- Default
- The branch the script takes if an outcome branch such as OnAvailable or onDialer is not set.
- OnNotLoggedIn
- The branch the script takes if the agent is no logged in.
- OnAvailable
- The branch the script takes if the agent is logged in and available.
- OnUnavailable
- The branch the script takes if the agent is logged in but not available.
- OnInboundContact
- The branch the script takes if the agent is logged in and engaged with an inbound contact.
- OnOutboundContact
- The branch the script takes if the agent is logged in and engaged with an outbound contact.
- OnInboundConsult
- Branch that is taken if the agent is in a stateThe availability status of an agent. where they will be accepting inbound consults.
- OnOutboundConsult
- Branch that is taken if the agent is in a state where they will be accepting outbound consults.
- OnDialer
- Branch that is taken if the agent is logged in to an outbound dialing skill.
- OnLoggedIn
- Branch that is taken if the agent has logged in to the system but has not yet set the agent state
Phone Script Example Using AGENTSTATE
In this sample phone script, the IF action checks to see if a specific agent ID value exists. If so (TRUE), then AGENTSTATE checks that agent's availability. If that agent is available, REQAGENT requests that specific agent. If no, the call goes to the script (via RUNSUB) that is used to record a message.
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