Employee and Agent states

Note:
  • 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.

Table 1. Employee states

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

Table 2. Agent states

Term

Voice

Email

Chat

SMS

Meaning

Ringing

An ACD interaction ringing on an agent, waiting to be handled

ACD

An agent handling an ACD interaction

ACD Hold

An agent who has placed an ACD interaction on hold

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.

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

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)

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 agent who is completing post-contact work, such as paperwork, and is unavailable to receive interactions of that media type

Unknown

An agent who has not generated any activity since Mi Contact Center Business was started

Logged Off

An agent not currently logged in to any queue

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