Viewing agent availability
Contact Center Client provides instant messaging capabilities for both supervisors and agents and is typically used by contact center employees. Contact Center Chat provides the online chat presence of contact center employees, including Online, Offline, and Away. On the agent, employee, and extension monitors, agents can view the availability and presence of other contact center employees before they transfer calls or send online chat messages. (See the following figure.) If an agent cell in a monitor is grayed out, the phone is not connected to the network and considered out of service. The out of service state applies to phones that are not connected to the network, remote agents and employees that have lost their Internet connection, phones that are physically disconnected or malfunctioning, or employees that are not logged in to their soft phone.
With the addition of Microsoft Skype for Business Server, agents and supervisors use Skype for Business Client as their default instant messaging client. The presence of all company employees is natively delivered in Contact Center Client. Contact center employees can view the presence of both internal and external contacts to determine if they are available to communicate. In addition to Available, Offline, and Away, employees see In a Meeting, Busy, In a call, Do Not Disturb, Be Right Back, and other presence indicators. (See the following figure.)
- Agent State by Position
- Employee State by Position
- Extension State by Position
- Agent State by Time
- Employee State by Time
- Agent Shift