Agent state indicators

Agent state indicators enable you to determine agent availability and display in both MiCollab Client and Ignite. When transferring calls, you can check the agent state indicator to see if the receiving agent is available before completing the transfer.

Ignite displays the agent’s overriding state and the time spent in that state. If the length of time exceeds 24 hours, Ignite displays by days:hours:minutes:seconds. See "Getting started with Ignite" for an example of the Ignite Sidebar interface.

Agent overriding states, and their associated colors, include:
  • Ringing (Red)
  • ACD (Red)
  • ACD Hold (Red)
  • Non-ACD/Outbound (Blue)
  • Work Timer (Yellow)
  • DND (Red)
  • Make Busy (Yellow)
  • Not present in any agent group (Yellow)
  • Idle (Green)
  • Unknown (Gray)
  • Logged out (Gray)
Parent topic: MiCollab and Ignite Integration
Parent topic: Handling voice Interactions with the MiCollab Client and Ignite integration
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