To control the activities of agents and to keep track of the actual situation in the call center, agent status categories can be defined which agents in the call center can assume.
The status of agents plays an important role when calls are distributed, particularly at the check points in the call flow. A view of the call flow can be seen in the section ACD Call-Flow. An overview of all available checkpoints can be found in the section Check Points. At several checkpoints, the system checks whether the status of any of the logged in agents matches particular characteristics. Agents are sorted into several categories. This is discussed in the section Agent Status.
To view a list of the agent status values defined in the system, choose ACD — Agent Status in the main menu. You will see a table similar to the following:
Several status values are defined by the system:
- Logged out — the agent is not logged into the ACD.
- Calls and Media - the agent is logged in and receives calls and media events (voice mail, fax etc.)
- Automaticalls logged out — the agent has been logged out by the system. This status is only set by the system itself, the agent or supervisor cannot select this status.
- Post Call - This status is used for automatic post call work and cannot be set by agents themselves.
- Pause — the agent is on a break and will not receive calls or media events.
Change status
Agents can change their status by clicking on the coloured buttons in the toolbar. The current status is shown to the right of the status change buttons. The bottom part of the status display in the toolbar shows the current telephone number under which the agent is available for calls. Example:
