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Checks the total number of contact center agents in a particular stateThe availability status of an agent. for a particular skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. For example, the number of agents who are logged in or those in an unavailable state. |
Supported Script Types
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| Generic | Chat | Phone | Voicemail | Work Item |
Properties
- Skills
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The SkillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge(s) you want the agents to have when you count agents. Notice that you can select ALL if you want any agent with any skill to be counted.
If you put a variable (i.e., AVAIL or NUMOB), make sure you use curly brackets.
- TotalLoggedIn
- The name of a variable that returns the number of all agents logged in.
- Available
- The name of the variable that returns the number of all agents in an available state.
- Unavailable
- The name of the variable that returns the number of all agents in an unavailable state.
- ACD
- The name of the variable that returns the number of all agents in an ACD (automatic call distribution)Automated Call (or Contact) Distribution; system that recognizes, routes, and connects contacts to available agents based on skill and priority. state.
- Outbound
- The name of the variable that returns the number of all agents making outbound contacts.
- Dialer
- The name of the variable that returns the number of all agents with the Personal Connection Skill.
Branches
- Default
- The branch the script will take if an outcome branch is not defined; i.e., no OnNoneAvailable branch is set.
- OnNoneAvailable
- The branch the script will take if no agents are available.
Phone Script Example Using COUNTAGENTS
In this script, HOURS makes sure the company is open. If so, COUNTAGENTS counts the number of agents available for a specific skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge. If one or more is available, an agent is requested. If not, a message plays and then hangs up the call.
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