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Not all agents in for example a call center will be available to take calls all of the time. You can have the status of not present, not logged in, busy, performing post call work and so on. These different status are defined by Agent Status values. The status of agents plays an important role when calls are distributed, particularly at the check points in the call flow. An overview of all available checkpoints can be found in the section Checkpoints. At several checkpoints, the system checks whether the status of any of the logged in agents matches particular characteristics. These characteristics are defined and associated with agents using Agent Status, i.e. every agent has a defined agent status at a particular point in time. The Agent Status values and their attributes can be defined in the system. The following figure shows an table of the agent status values defned in the system: The table shows flags for each status, which define what properties and states apply to that status. More details on the definition and configuration of agent status values can be found in the section Agent Status. The assignment of a status value to an agent can be performed by the system, a supervisor or by agents themselves. Every agent therefore has a defined status, and properties and states which apply to them. As already described, it is the combination of properties which enables a reasonable operation of the callers at the check points of the call flow. In order to configure the agent status values so that you can customise the call flow, it is useful to understand the different categories in which agents are divided: Logged In Agents: Logged in agents are ...
No further conditions apply. Agents fall into this category when they are performing post call work, when they are on the phone, or when they have a status for which further events next to calls) are configured. Their presence in the building is not important. Present Agents Present Agents are ...
No further conditions apply. Agents fall into this category when they are performing post call work, when they are on the phone, or when they have a status for which further events (apart from calls) are configured. Agents, that can ed for call distribution Agents, that can be used for call distribution (i.e. receive calls), are ...
Agents, who are logged in for telephony are Agents who will be considered in a more restricted way for the distribution of calls, for example because they are currently on the phone, are ...
No further conditions apply. Agents fall into this category for example, when they are in post call or when they are on the phone. Agents, who are logged in for telephony without post call are Agents, who are logged in for telephony, but not currently involved in post call work, are ...
No further conditions apply. Agents can fall into this category, independently of whether they are on the phone or not. |
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