Contact States by Skill Widget

Required role: Supervisor, Manager

Refresh rate: 5 seconds

The Contacts States by Skill widget displays the status for the current contacts active in the network in real-time, grouped by ACD skill.

This widget provides a different perspective for supervisors to look at the number of contacts divided by skill within each state. The Pre_Queue status indicates that the contact is routing through the system. The In_Queue status indicates that the contact is actively sitting in the queue. The With Agent status indicates that the contact is communicating with an agent. The Post Agent status indicates that the system is removing the contact from the queue.

For contacts handled through Digital Experience, the Pre_Queue status indicates that the case state is New or Open with no skill or agent assigned to it. The In_Queue status indicates that the case state is New or Open with a skill assigned to it but no agent assigned to it. The With Agent status indicates that the case, in any state besides Closed, is assigned to an agent. The Post Agent status indicates that the case state is Resolved, Pending, or Escalated with no skill or agent assigned to it. Closed cases don't appear in the widget.

Settings

Settings containing checkbox selections have a Select All and Deselect All option. These can be used to quickly pick and choose just the metrics needed to create a targeted display. The Agents and ACD Skills settings also have a search box for locating a specific agent or skill.

Field	Description
Display Name	Allows for customization of the widget name
Campaigns	Configures which campaign(s) are included in the widget
ACD Skills	Configures which skills(s) are included in the widget
Media Types	Configures which media types (channels) are included in the service level calculations