In the ACD menu there is a submenu - Agent status.
These agent statuses are required and predefined by the system:
| Agentent Status | Description |
|---|---|
| The agent is logged out of the ACD and does not receive calls |
| The agent is logged into the ACD and receives calls and media events (voicemail, callback, Whats APP, chat, email) |
| The agent was automatically logged out of the system. This system is set exclusively by the system, not by the agent or supervisor. Example: Agent lets call ring through and is therefore automatically logged off. |
| This status is set when automatic system-side post-processing is configured and cannot be set by the agent or supervisor |
| The agent is on break and therefore does not receive calls and media. |
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 |