Agents' status and state
Go to Wallboard app > Workspace
- Agent list
- Information:
- Agent name, extension
- Agent status: is what users set or change on the portal. The values are: Busy, Available, Offline
- It can be changed by the agent themselves at the top right corner
- Or by the supervisor by clicking the agent's name.
- Agent state: is the current state of the agent. The values are: available, busy, offline, dialing, wrapping, talking. Scroll down to learn how the state changes.
- Number of queues that the agent is assigned to
- SLA
- Number of calls (Assigned, Answered, Unanswered)
- Average talktime
- Max talktime
- The period that agent sticks to a status
- Possible actions
- Change status of an agent
- Assign/ unassign agent to/out of queue(s)
- Filter the report
- Choose the refresh interval
- Filter by date
- Filter by queue
- Sort by
- Status
- Agent's name
- Extension
- Export the filtered report
- The possible values of the State
User Status | System Status | State |
Available | Free | Available |
Available | Dialing | Dialing |
Available | Talking | Talking |
Available | ACW | Wrapping |
Available | Block Dial | Available |
Available | Away | Away |
Busy | Free | Busy |
Busy | Dialing | Dialing |
Busy | Talking | Talking |
Busy | ACW | Wrapping |
Busy | Block Dial | Busy |
Busy | Away | Away |
Offline | Free | Offline |
Offline | Dialing | Dialing |
Offline | Talking | Talking |
Offline | ACW | Wrapping |
Offline | Block Dial | Offline |
Offline | Away | Away |
** ACW= After Call Work = Wrap Up Time = The time that the agents spend to close the call before they’re ready to take another call. This time is configured at Settings page.
** System status changes to Away when the user does not pick up 5 consecutive assigned calls.
** Please take note that the case where the status is Busy or Offline but the state is talking
, it can mean 2 things
- The agent is talking on an incoming call, then she set her status to Busy or Offline to not receive any more calls.
- The agent is making outgoing calls, while here status was changed to Busy or Offline some time ago.