Countagents

This help page is for CXone Studio. This information is also available for Desktop Studio.

Checks the total number of contact center agents in a particular state The availability status of an agent for a particular ACD skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. For example, the number of agents who are logged in or those in an unavailable state.

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item	SMS	Digital

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Skills	The Skill Used to automate delivery of interactions based on agent skills, abilities, 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 enter a variable such as AVAIL or NUMOB, make sure you use curly brackets.
Total Logged In	Returns the number of all agents logged in.
Available	Returns the number of all agents in an available state.
Unavailable	Returns the number of all agents in an unavailable state.
ACD	Returns the number of all agents in an ACD (automatic call distribution) System that recognizes, routes, and connects contacts to available agents based on skill and priority state.
Outbound	Returns the number of all agents making outbound contacts.
Dialer	Returns the number of all agents with the Personal Connection skill.
High Proficiency	The highest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.
Low Proficiency	The lowest skill proficiency an agent must have in order to receive a contact. Proficiency values are whole numbers from 1 to 20, with 1 being best and 20 being worst.

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Default	Path taken unless the script meets a condition that requires it to take one of the other branches. It is also taken if the action's other branches are not defined.
NoneAvailable	Path taken if no agents are available.

This is an example to show how this action can be used in scripts. It is not intended to be a complete script. Additional scripting may be required.

In this script, Hours makes sure the company is open. If so, Countagents counts the number of agents available for a specific skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge. If one or more is available, an agent is requested. If not, a message plays and then hangs up the call.