AGENTSTATE

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

Checks the status of a specific agent.

Supported Script Types


Generic	Email	Chat	Phone	Voicemail	Work Item	SMS

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.
Agent ID	The agent ID. You can use a variable for this field, such as {agentId}.
State Variable	Variable that holds the agent state The availability status of an agent., such as Available, Unavailable, and so on. The default is STATE.
Reason Variable	The variable that holds the specific description of the agent state.

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.
NotLoggedIn	Path taken if the agent is not logged in.
Available	Path taken if the agent is logged in and available.
Unavailable	Path taken if the agent is logged in but not available.
InboundContact	Path taken if the agent is logged in and engaged with an inbound contact.
OutboundContact	Path taken if the agent is logged in and engaged with an outbound contact.
InboundConsult	Path taken if the agent is in a state The availability status of an agent. where they will be accepting inbound consults.
OutboundConsult	Path taken if the agent is in a state where they will be accepting outbound consults.
Dialer	Path taken if the agent is logged in to an outbound dialing skill.
LoggedIn	Path taken if the agent has logged in to the system but has not yet set the agent state.

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 sample phone script, the IF action checks to see if a specific agent ID value exists. If so (TRUE), then Agentstate checks that agent's availability. If that agent is available, Reqagent requests that specific agent. If no, the call goes to the script (via Runsub) that is used to record a message.

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