COUNTAGENTS

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

Supported Script Types

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 Email Chat Phone Voicemail Work Item SMS Digital

Input Properties

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 skillsClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge. assigned to the agents you want to count. Notice that you can select ALL if you want any agent with any skill to be counted. To use a variable, enclose it in curly brackets.
Total Logged In Returns the number of 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)Closed 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.
RoutingAttribute

Select the specific attributes to use in the routing criteria. When requesting agents, only agents with the specified Skill and RoutingAttribute combination are matched. When used for routing decisions, you can use the UpdateContact action to change or remove the routing attributes later in the script. The default option is Not Applicable. You can use a variable for this property.

You can enter more than one attribute by separating them with commas.

If you narrow your agent pool too far, your interactions could become stuck in queue with no matching agents to route to. To help avoid this, use no more than five attributes per routing action.

Result Branch Conditions

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.

Script Example

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 skillClosed 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.

Example script using the COUNTAGENTS action

Download this script.