Employee and Agent state indicators
The following icons display in agent or employee monitors and indicate the current agent/employee state and media type with which they are engaged. You can choose to display the icons as shown in the following tables or select the Classic view (Contact Center Client tab > Options > Real-time icons).
If Contact Center Client becomes disconnected from the server, upon re-connection agent states will be automatically synchronized with the server.
The following table displays Employee state icons and their meanings.
The following table displays Agent state icons and their meanings.
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 |
|
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 employee’s 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. |
|
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 |
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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 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 external hot desk agent is in the Reseize Timer state |
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System Make Busy |
If an agent is a multimedia agent and is logged on to two or more media servers simultaneously, the system sends the agent only one incoming communication at a time. For example, when the agent answers a voice interaction, the system places the agent ID(s) for the other media server types in 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 |