Agents' status and state

Updated 2 weeks ago by Hallie

Go to Wallboard app > Workspace

  1. 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 agents themselves at the top right corner
      • Or by the supervisor by clicking the agent's name.
      • If supervisors/agents are unable to login Wallboard portal to change their status, they can use these dial codes below on the connected IP Phone instead.
        • *71#: change to Available
        • *72#: change to Busy
        • *73#: change to Offline
          If the user is currently Offline, she will not be able to change her status to Busy. She will need to change to Available first.
    • State: is the current call state of the agent. The values are: available, busy, offline, dialing, wrapping, talking, away (Scroll down to learn how the state changes)
    • Duration: The period that the agent sticks to the current call state. This metric will not be affected by the filter.
    • Queues: Number of queues that the agent is assigned to.
    • SLA: Measure the performance of the agent. This SLA is affected by numbers of calls answered within the threshold of that agent. SLA threshold is configured HERE.
    • Assigned: Number of calls that the agent is assigned to the agent
      • Assigned = answered calls+ unanswered calls
    • Answered/Unanswered: Number of calls that the agent answered/unanswered
      • Answered = Answered incoming calls + answered callback calls
      • Unasnwered = Unanswered incoming calls + unanswered callback calls
    • Average talktime: The average talktime of answered incoming and callback calls in the filter time
      • Avg talktime = (sum of incoming talk duration + sum of callback talk suration) / (sum of answered incoming duration + sum of answered callback duration)
    • Max talktime: The max talktime of answered incoming and callback calls in the filter time
    • Available/Busy/Offline: The period that agent sticks to a status in the filter time
  • 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
  1. The possible values of the State

User Status

System Status

State (call 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 reaches a unanswered threshold. This threshold is configured when Away Detection is toggled on in Settings page.
Please take note that the case where the status is Busy or Offline but the state is talking, it can mean 2 things:

1. The agent is talking on an incoming call, then she set her status to Busy or Offline to not receive any more calls.
2. The agent is making outgoing calls, while here status was changed to Busy or Offline some time ago.


How did we do?


Powered by HelpDocs (opens in a new tab)

Powered by HelpDocs (opens in a new tab)