CFA Expressions

Stats

Current call and agent statistics can be retrieved using the statistic() method of the callcenter object. The object off which the method call is made determines the scope of calls or agents to be considered in calculating the statistic. Specifically:

- callcenter - All calls and all agents in the callcenter are considered in the calculation of the statistic.

Object

Method/Property

Valid Expression object syntax

Description

Expression Example

callcenter

[Method] statistic(statname)

callcenter.statistic("repsonline")

repsonline - Number of agents currently online

callcenter.statistic("repsonline")>=0

callcenter

[Method] statistic(statname)

callcenter.statistic("repsavailable")

repsavailable - Number of agents currently in an available state (i.e. in an available work state, not on call)

callcenter.statistic("repsavailable")>=2

callcenter

[Method] statistic(statname)

callcenter.statistic("callsnow")

callsnow - Number of current active calls

callcenter.statistic("callsnow")>=50

callcenter

[Method] statistic(statname)

callcenter.statistic("queuednow")

queuednow - Number of currently queued calls

callcenter.statistic("queuednow")<10

callcenter

[Method] statistic(statname)

callcenter.statistic("queuedepth")

queuedepth - Percentage of calls in queue relative to agents online (only for callcenter.statistic or call.statistic after agent selection)

callcenter.statistic("queuedepth")<=10

callcenter

[Method] statistic(statname)

callcenter.statistic("asanow")

asanow - (only for callcenter.statistic or campaign.statistic)

callcenter.statistic("asanow")<=60