Agent States
State | Description | Agent Selectable? |
|---|---|---|
| BackOffice – Administrative | Agent is performing back office functions and should not receive new interactions | Y |
| Break | Agent should not receive new interactions | Y |
| Busy | Agent is handling an Interaction | N |
| Handling – Outgoing Interactions | Agent is handling outbound interactions | Y |
| No Answer | Agent "missed" an interaction | N |
| Offered | Agent is being offered an interaction and hasn't yet accepted it | N |
| Offline | Agent is not logged in | Y |
| Ready | Agent is Ready to handle new interactions | Y |
| Waiting for BackOffice – Administrative | Agent is busy and will move to the selected stated once their current interaction ends (this agent will display as Mode Pending in the Availability column of Supervisor Agent Monitor) | Y |
| Waiting for Break | Agent is busy and will move to the selected stated once their current interaction ends (this agent will display as Mode Pending in the Availability column of Supervisor Agent Monitor) | Y |
| Waiting for Handling – Outgoing Interactions | Agent is busy and will move to the selected stated once their current interaction ends (this agent will display as Mode Pending in the Availability column of Supervisor Agent Monitor) | Y |
| Waiting for Offline | Agent is busy and will move to the selected stated once their current interaction ends(this agent will display as Mode Pending in the Availability column of Supervisor Agent Monitor) | Y |
Interaction States (managed by the platform) - denote the current status of an interaction
| Interaction State | Description |
|---|---|
| Consulting | Agent is handling an Interaction and is currently consulting with another internal or external party |
| Dialing | Agent is handling an Interaction that is actively dialing |
| Handling | Agent is handling an Interaction |
| In Conference | Agent is handling an Interaction and currently in a conference with another internal or external party |
| Offered | Agent is being offered an Interaction to "answer" |
| On Hold | Agent is handling an Interaction and the Agent placed the remote party on hold |
| Wrap Up | Agent completed an Interaction and is currently in the Wrap Up state |