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 stateClosed The availability status of an agent for a particular ACD skillClosed 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

A square with a line branching from it that goes to three other squares.

Generic

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 SkillClosed 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)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.

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 example is not a complete script. Additional scripting work is required to use this action.

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.

Download this script.