Employee and Agent states

Note:

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 Mi Contact 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
Parent topic: Contact Center Client