Agents' status and state

Updated 2 months ago by Jane

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 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
  1. 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

  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.


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