How to Interpret Your Current State Information
The agent state is the indication of your current availability to handle service calls. This information is used by the system to decide whether a new service call can be delivered to you. The information about the time you spend in each state also appears in reports about your performance.
The Agent Desktop application uses icons to represent agent states. These icons, the states they represent, and descriptions of those states are listed in the table below.
- Note: Information in the main text of this section is valid if your system is configured to let you handle one customer interaction at a time. This configuration is most typical when you handle calls only. If you process interactions of other types (e.g., chats or emails), then, depending on your contact center practices, you may be expected to handle multiple interactions simultaneously. The differences in interpretation of your states in this case are briefly explained in the notes following a state description. For a more detailed explanation, see sections Handling Multiple Chat Sessions and General Information About Handling Email.
State | Description |
Ready | You are available to take a service call. In most cases, you make yourself Ready manually. See How to Make Yourself Ready for more information.
Depending on your contact center practices the Ready state may also be applied automatically under some of the following conditions:
You may also be forced into the Ready state by your supervisor.
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Ringing | You are unavailable to take service calls because one service call is already being delivered to you. The ringing icon is briefly displayed while your phone is ringing. |
Busy | You are unavailable to take new service calls because you are already handling a service call. This state is displayed from the moment the call is connected and until it is released. For outbound calls, it also includes the call dialing phase. When your service call is released, depending on your contact center practices and the services that you provide, you will be switched automatically to either After Call Work, or Not Ready, or Ready state.
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After Call Work | You are unavailable to take new service calls because you are processing information related to the call that you previously handled. This state may or may not be used depending on your contact center practices and the services that you provide. If it is used, you will be switched to this state automatically as soon as the call is released by either the customer or yourself. You will remain in this state until you manually make yourself Ready or Not Ready to take another call. Note that your After Call Work state may also end automatically if the time allocated for the after-call work exceeds the limit set by your administrator.
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Not Ready | You are unavailable to take service calls because you are temporarily away from your desktop or busy doing some work that is not directly related to handling of service calls. Under normal circumstances, you make yourself Not Ready manually. Your system may also be configured to let you indicate a specific reason for being Not Ready. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about meaning and usage of such reasons from your administrator.
Depending on your contact center practices the Not Ready state may also be applied automatically under some of the following conditions:
You may also be forced into the Not Ready state by your supervisor.
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