Template function library

Important

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Once you know how to use formulas, you can use this function library as reference for additional customization.

Below is a function library for Pulse standard templates.

GetAgentNonVoiceStatus(state, media) → {string}

Get agent's status name for the media other than Voice.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).
media	string	Media name.

Returns:

Status name, if state and media are available, empty string if information about given media is not available in the given current state, null if state is null or not an agent state, or media is null, not specified or empty.

Type = string

GetAgentVoiceStatus(state) → {string}

Get agent's status name for the Voice media.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).

Returns:

Status name, if state is available, null if state is null or not an agent state.

Type = string

GetANI(state, switchID) → {string}

Get a first available ANI attribute in the given agent state.

Parameters:

Name	Type	Argument	Description
state	AgentCurrentState		Current state of the agent (typically, Value of the appropriate statistic).
switchID	string	<optional>	Optional switch name to limit the search.

Returns:

ANI value, if found, empty string if not found, null if state is null or not an agent state.

Type = string

GetBusinessResult(state)

Get "Business Result" user data value.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).

Returns:

Business Result value, if available, empty string, if required user data is not available, null if state is null or not an agent state.

GetCustomerSegment(state)

Get "CustomerSegment" user data value.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).

Returns:

CustomerSegment value, if available, empty string, if required user data is not available, null if state is null or not an agent state.

GetDNIS(state, switchID) → {string}

Get a first available DNIS attribute in the given agent state.

Parameters:

Name	Type	Argument	Description
state	AgentCurrentState		Current state of the agent (typically, Value of the appropriate statistic).
switchID	string	<optional>	Optional switch name to limit the search.

Returns:

DNIS value, if found, empty string if not found, null if state is null or not an agent state.

Type = string

GetEmployeeId(state) → {string}

Get agent's Employee ID designated in the given agent state.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic)

Returns:

Agent's Employee ID, if available, empty string if not available (typically, when agent is logged out), null if state is null or not an agent state.

Type = string

GetExtension(state) → {string}

Get agent's Extension designated in the given agent state.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic)

Returns:

Agent's Extension, if available, empty string if not available (typically, when agent is logged out), null if state is null or not an agent state.

Type = string

GetLoginId(state) → {string}

Get agent's Login ID designated in the given agent state.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic)

Returns:

Agent's Login ID, if available, empty string if not available (typically, when agent is logged out), null if state is null or not an agent state.

Type = string

GetPlace(state) → {string}

Get agent's place designated in the given agent state.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).

Returns:

Agent's Place name, if available, empty string if not available (typically, when agent is logged out), null if state is null or not an agent state.

Type = string

GetPosition(state) → {string}

Get agent's ACD Position designated in the given agent state.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic)

Returns:

Agent's ACD Position, if available, empty string if not available (typically, when agent is logged out), null if state is null or not an agent state.

Type = string

GetReasonCodes(state) → {string}

Get reason codes corresponding to the current status of the agent from all media types. Reason codes can be obtained only for the following agent statuses: LoggedIn, AfterCallWork, NotReadyForNextCall, WaitForNextCall.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).

Returns:

Reason codes, splitted by '; ', if available, empty string if reason code is not available, null if state is null or not an agent state.

Type = string

GetServiceSubType(state)

Get "ServiceSubType" user data value.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).

Returns:

ServiceSubType value, if available, empty string, if required user data is not available, null if state is null or not an agent state.

GetServiceType(state)

Get "ServiceType" user data value.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).

Returns:

ServiceType value, if available, empty string, if required user data is not available, null if state is null or not an agent state.

GetStatusDuration(state) → {Number}

Get duration of the current status of the agent.

Parameters:

Name	Description
state	Current state of the agent, agent group, DN or campaign (typically, Value of the appropriate statistic).

Returns:

Duration, in seconds, if state is available, null if state is null.

Type = Number

GetSwitches(state, sep)

Get list of switches where agent is logged in.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).
sep	string	Separator to use. Default is ';'.

Returns:

List of switches, if available, empty string, if agent is completely logged out, null if state is null or not an agent state.

GetUserDataValue(state, key)

Get value of the first found user data with given key.

Parameters:

Name	Type	Description
state	AgentCurrentState	Current state of the agent (typically, Value of the appropriate statistic).
key	string	User data key

Returns:

User data value, if available, empty string, if required user data is not available, null if state is null or not an agent state or key is null.