Employee and Agent states
- Outbound calls must be made from Ignite for outbound statistics and states to display in real time and reporting
- If Contact Center Client becomes disconnected from the server, upon re-connection the following states will automatically be synchronized with the server.
The following table lists the employee states and their corresponding icons.
The following table lists the agent states and their corresponding icons.
Term |
Icon |
Meaning |
---|---|---|
Ringing |
An ACD interaction ringing on the employee, waiting to be handled |
|
ACD |
An employee handling an ACD interaction |
|
ACD Hold |
An employee who has placed an ACD interaction on hold |
|
Idle |
An employee logged on and waiting to receive an interaction For Voice, Idle includes employees whose devices are off hook or who have Non ACD calls ringing. These employees will not be offered ACD calls. |
|
Non ACD |
An employee involved in an incoming Non ACD interaction or employee-originated voice interaction |
|
Non ACD Hold |
An employee who has placed a Non ACD voice interaction on hold |
|
Outbound |
An employee on an outgoing voice interaction |
|
Outbound Hold |
An employee who has placed an outgoing voice interaction on hold |
|
Do Not Disturb |
An employee who has activated Do Not Disturb and is not available to receive any ACD or Non ACD interactions |
|
Make Busy |
An employee who is not available to receive ACD interactions but can receive transferred interactions and voice interactions dialed directly to the employee This icon also displays when an agent is in the Reseize Timer state. When voice agents fail to answer a voice interaction, agents are placed in Make Busy (Reseize Timer) This icon also displays when an external hot desk agent is in the Reseize Timer state |
|
System Make Busy |
An employee that the system has put into a state where they cannot receive ACD contacts. For example, if an employee is offered a communication and does not answer, they will be put into System Make Busy for a predetermined length of time. When voice agents fail to answer a voice interaction, agents are placed in Reseize Timer state instead of System Make Busy |
|
Work Timer |
An employee who is completing post-contact work, such as paperwork, and is unavailable to receive interactions of that media type |
|
Logged Off |
An employee not currently logged in to any queue |
|
Logged In Not Present |
An employee logged in but not present in any of their agent groups, and employees not present in a media type across all groups. |
|
Unavailable |
An employee who has not generated any activity since MiContact Center Business was started |
Term |
Voice |
Chat |
SMS |
Meaning |
|
---|---|---|---|---|---|
Ringing |
An ACD interaction ringing on an agent, waiting to be handled |
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ACD |
An agent handling an ACD interaction |
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ACD Hold |
An agent who has placed an ACD interaction on hold |
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Idle |
An agent logged on and waiting to receive an interaction 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. |
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Non ACD |
- |
- |
- |
An agent involved in an incoming Non ACD interaction or agent-originated voice interaction |
|
Non ACD Hold |
- |
- |
- |
An agent who has placed a Non ACD voice interaction on hold |
|
Outbound |
- |
- |
- |
An agent on an outgoing voice interaction |
|
Outbound Hold |
- |
- |
- |
An agent who has placed an outgoing voice interaction on hold |
|
Do Not Disturb |
An agent who has activated Do Not Disturb and is not available to receive any ACD or Non ACD voice interactions |
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Make Busy |
An agent who is not available to receive ACD interactions but can receive transferred interactions and voice interactions dialed directly to the agent This icon also displays when an agent is in the Reseize Timer state. When voice agents fail to answer a voice interaction, agents are placed in Make Busy (Reseize Timer) |
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System Make Busy |
An employee that the system has put into a state where they cannot receive ACD contacts. For example, if an employee is offered a communication and does not answer, they will be put into System Make Busy for a predetermined length of time. When voice agents fail to answer a voice interaction, agents are placed in Reseize Timer state instead of System Make Busy |
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Work Timer |
An agent who is completing post-contact work, such as paperwork, and is unavailable to receive interactions of that media type |
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Unknown |
An agent who has not generated any activity since Mi Contact Center Business was started |
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Logged Off |
An agent not currently logged in to any queue |
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Logged In Not Present |
An agent logged in but not present to any of their agent groups, and agents not present to a media type across all groups |