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Understanding statuses and stats

The ACD module enables developers to track statuses of call center operators. It also provides an extended stats to see how productive your call center is. Learn what statuses are used for, how to differentiate them, and how to examine the stats.

Statuses

There are the following statuses implemented in ACD:

  • Ready. Operator is ready to answer calls, i.e., he or she is treated by ACD as available.
  • Online. Initial status. It applies in two cases:
  • operator has just logged in at the workplace
  • to unban an operator
  • In Service. Operator is talking with a customer.
  • After Service. Operator has finished a conversation. The status can be applied to give an operator some time for filling the forms, making notes in CRM about the customer, etc.
  • Offline. Operator is not logged in.
  • Timeout. Operator has a break, e.g., went for lunch.
  • DND (Do Not Disturb). Operator is busy by other work not related to answering calls.
  • Banned. Operator hasn't answered a call and ACD has banned him or her.

Note that all the statuses should be set manually, except for Banned – it is set automatically. The Online status is set automatically only when an operator has logged in.

To summarize, all statuses except for Ready, Offline, and Banned work the same, so different names can be used to track statistics.

The Web SDK is used to manage operator status. Status can be set via the getOperatorACDStatus method and changed via setOperatorACDStatus. However, you can retrieve an operator status from a JS scenario directly via the getStatus method.

In our demo web phone, operator status can be changed via a buttons row:

Look at the scheme below to familiarize with the status concept:

Understanding stats

Being in the control panel, go to your application, and switch to the Queues tab. Here you'll see the list of your ACD queues with an arrow pictogram on the left. Click on it to expand stats for the queue:

There is a Report button on the right, click it to reveal the extended stats:

You can also request stats using the HTTP API, check the Queues methods. Here is an example of how to get the current ACD queue state:

GetACDState

GetACDState