CMS Realtime Where Statement

[TechJimF]

Trying to customize a real-time agent group report to only show agents in aux. In the where statement I have the following:

WORKMODE=AUX and ACD=$acd and OLDEST_LOGON > 0 and LOGID in (select value from agroups where acd_no=$acd and  item_name = [Agent Group:] )

The [blue]WORKMODE=[/blue] is giving me trouble. When I have [blue]=AUX[/blue] the report is blank. Using single or double quotes the report errors out when trying to run.

Does anyone know if this field is an integer and what the values are? Can't find in the docs since real-time isn't documented very well.

Thanks,

Jim

 

[Coineandude]

I was able to make this work by adding an input for Agent State (agstate) and amending the WHERE clause to include

and agstate = [Agent State:] and it works fine.

 

[SF0751]

Yes, it is an integer. Here are the values that I know of:

2 = AVAIL
3 = ACD
4 = ACW
5 = AUX
6 = RING
7 = OTHER

If you export an Agent Trace or any real-time Agent Group or Split Skill report, the workmode is the first column in the report - the one that is displayed as icons (coffee cups for AUX, telephones for AVAIL, etc.) This is how I've figured out the values above.

Susan
"When the gods wish to punish us, they answer our prayers." - Oscar Wilde, An Ideal husband, 1893

 

[TechJimF]

Thanks, it worked. The light bulb turned on as soon as I read your reply.