The Fetch Agent Information Data Operation takes a Salesforce Relay type Routing Flow and searches through it for agents set to the designated Status. For more on what Routing Flows are and how they're configured, see the Conversation Chat Bots Overview.

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Enterprise Feature

This Data Operation requires an ENTERPRISE license. If you would like to enable this feature for your Airkit Organization, please contact your Airkit representative or contact [email protected].

Use Cases

• Determine which Salesforce agents are online at a given time.
• Pull data to analyze trends in Salesforce agent availability.

Data Operation Properties

Routing Flow ID

Expects the ID of a Routing Flow configured in Settings > Conversations. This Routing Flow should correspond to a Salesforce Relay type Routing Flow.

This is the Salesforce Relay that the Fetch Agent Information Data Operation will search through and pull agent information from.

Status

Expects one of the following strings: "ONLINE", "INVISIBLE", "AWAY", "OFFLINE", or "ALL".

The status of the agents that the Fetch Agent Information Data Operation will return: ONLINE, INVISIBLE, AWAY, or OFFLINE. If Status is set to ALL, then the Fetch Agent Information Data Operation will return all agents regardless of what their Status is set to.

Run Results

By default, Airkit stores the output of this Data Operation in an auto-created variable called agents that can then be passed into subsequent operations. Output takes the form of a List, where each of item corresponds to an agent with the specified Status.