Agent Status Management
Agent Status Management is the functionality that allows agents to set their availability within the system. These statuses (e.g., "Available," "On Break," "Wrap Up") are crucial for the routing engine to know which agents are ready to receive new interactions and for supervisors to track agent productivity.
How It Works
Agents select their current status from a dropdown menu in their agent console. "Available" means the agent is ready for a new interaction. The system automatically changes an agent's status during certain activities, such as "On Call" or "Wrap Up." Agents manually select auxiliary statuses like "Break" or "Lunch" when they are not available for work.
Prerequisites
- The agent must be logged into the agent console.
Configuration Steps
- Changing Status (Agent):
- Location: Agent > Agent Console > Top Navigation Bar
- Action: Click on the status dropdown menu (which shows your current state) and select the desired new status from the list.
- Creating Statuses (Administrator):
- Location : Administrator > System COnfiguration > Break Reason Option
- Action : Click on Add and enter the break reason.
Use Cases
- Going on Break: An agent selects the "Break" status before leaving their desk, which prevents the system from routing new calls to them.
- Becoming Available: After finishing post-call work, an agent changes their status from "Wrap Up" to "Available".
- Adherence Monitoring: A supervisor views a dashboard and sees that an agent has been in an "Unavailable" status for too long, prompting a check-in.
Benefits
- Accurate Call Routing: Ensures that interactions are only sent to agents who are actively available to handle them.
- Effective Workforce Management: Provides supervisors with the data needed to track schedule adherence and agent productivity.
- Improved Agent Accountability: Creates a clear and transparent system for agents to manage their work state.
Break Reason Switching
Starting from version 4.13.33, the allowBreakReasonSwitch configuration flag enables agents to switch directly from one break reason to another without first transitioning back to the Available state. For example, an agent on a "Lunch" break can switch to a "Training" break in a single step. This reduces unnecessary state transitions and keeps agent status more accurate.
Limitations
- Agents forgetting to change their status correctly can negatively impact routing and productivity.
Version History
Version | Enhancement | Release Notes |
|---|---|---|
4.13.33 | allowBreakReasonSwitch flag — switch between break reasons without going Available first | Contact Center - Patch Release Notes - Version 4.13.334.13.33 Release Notes |