Avatar and agent state

The avatar displays your agent avatar, your agent’s first name, your current state, and how long you have been in that state. (See the following figure.)

Figure 1. Avatar and agent state

The following icons over the avatar indicates your current presence.

: Indicates an Available state.
: Indicates an ACD state.
: Indicates Do Not Disturb state.
: Indicates a Make Busy or Work Timer state, or that the agent is logged in, but not present in any of their agent groups.
: Indicates that the agent is in a Non ACD state.
: The agent is logged out or otherwise unavailable.

Note: For Extension, only the following states are indicated:

: Indicates an Available state.
: Indicates Do Not Disturb state.
: Indicates a Make Busy or Work Timer state, or that the agent is logged in, but not present in any of their agent groups.
: The agent is logged out or otherwise unavailable.

If you have been enabled to adjust your agent group presence and agent state, you can click your avatar to both view and change your agent group presence or agent state. For information on your agent state, see "Viewing agent state and state statistics".

For information on changing your agent group presence and status, see "Managing agent group presence and agent states".

For information on changing your avatar, see "Your Ignite profile".

Viewing agent state and state statistics

The agent state section of the Avatar displays the employee’s overriding state, including:

Ringing – Displays when an employee has interactions ringing in the Inbox
ACD– Displays when an employee is handling ACD interactions
ACD Hold – Displays when an employee has placed ACD interactions on hold or have themselves been placed on hold during an ACD call
Non ACD – Displays when an employee is handling Non ACD interactions
Non ACD Hold – Displays when an employee has placed Non ACD interactions on hold or have themselves been placed on hold during a Non ACD call
Outbound – Displays when an employee has placed an outgoing call
Outbound Hold – Displays when an employee has placed an outgoing call on hold or have themselves been placed on hold during an Outbound call
Work Timer – Displays after an employee has handled an interaction, provided none of an employee’s agents are in an ACD, Non ACD, Outbound, Make Busy, or Do Not Disturb state
Do Not Disturb – Displays when the employee is in a Do Not Disturb state
Busy – Displays when an employee is in a Make Busy state
Away (Not Present) – Displays when an employee is not present in any of their agent groups
Offline – Displays when an employee is signed in, but their agents are logged out
Reseize Timer – Displays when a call fails to route to an employee
Available – Displays when an employee does not have inbound interactions in the Inbox

Note: For Voice, Available includes agents whose devices are off hook or who have Non ACD calls ringing. These agents will not be offered ACD calls.

An overriding state is a state that supersedes other states. States higher in the list override the states appearing lower in the list. Note that all an employee’s agents are considered when the system calculates the overriding state.

The oldest length for a state supersedes other times for the same state if an agent is handling multiple interactions. For example, if an employee had two emails in ACD, the displayed value in the status bar would be the time of the oldest email. When the oldest email is completed, the displayed value in the status bar would switch to the time of the other email.

Agent states by media are available in the Inbox. For more information, see "Viewing agent handling statistics".

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