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In the ACD menu there is a submenu - Agent status. These agent statuses are required and predefined by the system:
The table shows which options (flags) are set for this status ("yes"). The columns mean: | ||||||||||||
Status | Agent status name | |||||||||||
Status (short) | Short name of the agent status. Used for example in the mini-client | Status (abbreviation) | ||||||||||
Setable by agent | The agent or supervisor can set or assign this status himself. | |||||||||||
Logged On | The agent is logged in. The time in this status is counted as logon time in the statistics or in reporting. | |||||||||||
Present | The agent is present in the house. The time in this status is counted as attendance time in the statistics or reporting. | |||||||||||
Holiday | The agent is on vacation | |||||||||||
Break | The agent is on break. The time in this status is counted as break time in the statistics or reporting. | |||||||||||
Calls | The agent receives calls in this status. | |||||||||||
Postprocessing | The time in this status is counted as post processing time in the statistics or in reporting. | |||||||||||
Voice-Mail | The agent receives voice mails as media events in this state. | |||||||||||
Outbound | The agent is ready to make calls in an outbound campaign. | |||||||||||
Fax | The agent receives incoming faxes as a media event. | |||||||||||
Callback | The agent receives callback requests as a media event. | |||||||||||
SMS | The agent receives SMS as a media event. | |||||||||||
The agent receives an email as a media event. | ||||||||||||
Ticket | The agent receives a ticket as a media event. | |||||||||||
Chat | The agent receives chat as a media event. | |||||||||||
Quick status change (supervisor) | If this option is set, the status will be available to the Supervisor | |||||||||||
Assign during call | Assignment of media events is allowed during a call. | |||||||||||
DTMF | The DTMF key pressed to set this status via the | If this parameter is switched on, the status-based | ||||||||||
System | This status is predefined by the system and cannot be edited. | Action | Edit and delete
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Dans le menu ACD, il y a un sous-menu - Statut de l'agent. Ces statuts d'agents sont requis et prédéfinis par le système :
Le tableau indique quelles options (drapeaux) sont définies pour ce statut ("oui"). Les colonnes signifient :
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