Countagents

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

Property	Details
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.
TotalLoggedIn	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) state.
Outbound	Returns the number of all agents making outbound contacts.
Dialer	Returns the number of all agents with the Personal Connection skill.

Branch	Details
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 other branches are not defined.
NoneAvailable	Path taken if no agents are available.

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.