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• 5.2 • 5.3

現在の状態に関する説明

エージェントの状態とは、サービスコールに対応できるかどうかを示すためのものです。システムは、この情報に基づいて、新しいコールをどの番号に割り当てるか、判断します。各状態の時間に関する情報は、各ユーザのパフォーマンスに関するレポートにも含まれます。

エージェントデスクトップアプリケーションでは、エージェント状態を表すのにアイコンが使われています。現在の状態は、エージェントデスクトップの左上に表示されます。 これらのアイコン及び当該の状態及び各状態の詳細は以下の通りです。

ご注意 このセクションに記載された情報は、1回に1件の顧客とのインタラクションが処理できるように構成されたシステムを対象とします。この構成は原則として、コールの処理を行うのに使われています。コール以外のインタラクション(チャットや電子メールなど)を処理する場合、当コンタクトセンターでご利用の操作方法に応じて、複数のインタラクションを同時に操作する場合があります。この場合に生じる状態説明の違いについては、各状態の説明後に記載されている注意事項をご確認ください。詳しい情報は、セクション 複数のチャットセッションの操作 and 電子メールの操作に関する一般情報をご覧ください。


エージェントの状態

対応可能

Ready-State-50.png

サービスコールに対応できることを意味します。殆どの場合、対応可能 を手動で設定しなけえばなりません。詳しい情報は、対応可能に設定する方法 をご覧ください。

コンタクトセンターによりますが、対応可能な状態は、下記の条件下で自動的に設定される場合があります。

  • ログイン時
  • 前のサービスコールが終了した後
  • 前のコールに関わるアフターコール処理時間が過ぎた時
  • 前のコールに関わる休憩時間が過ぎた時

スーパーバイザは、対応可能な状態に強制的にさせる場合があります。

Note: If you are expected to handle multiple interactions simultaneously, the Ready state will only be applied when you do not have any active interactions on your desktop. However, in this case you may receive new interactions in states other than Ready.

Ringing

Ringing-State-50.png

You are unavailable to take service calls because one service call is already being delivered to you. The ringing icon is briefly displayed while your phone is ringing.

Busy

Busy-State-50.png

You are unavailable to take new service calls because you are already handling a service call. This state is displayed from the moment the call is connected and until it is released. For outbound calls, it also includes the call dialing phase. When your service call is released, depending on your contact center practices and the services that you provide, you will be switched automatically to either the After Call Work state, the Not Ready state, or the Ready state.

Note: Even if you are expected to handle multiple interactions simultaneously, your state will be displayed as Busy as long as you have at least one active interaction of any media type. However, your actual availability will depend on the number of interactions you are currently handling versus the maximum number of interactions you are expected to be able to handle simultaneously. Therefore, you may receive new interactions when you are in the Busy state.

After Call Work

ACW-State-50.png

You are unavailable to take new service calls because you are processing information related to the call that you previously handled. This state may or may not be used depending on your contact center practices and the services that you provide. If it is used, you will be switched to this state automatically as soon as the call is released by either the customer or yourself. You will remain in this state until you manually make yourself Ready or Not Ready to take another call. Note that your After Call Work state may also end automatically if the time allocated for the after-call work exceeds the limit set by your administrator.

Note: If you are expected to handle multiple interactions simultaneously, you may receive new interactions when you are in the After Call Work state. You will be switched to this state only when the last live interaction on your desktop is finished. (Otherwise, you will continue to be in the Busy state.)

Not Ready

Not-Ready-State-50.png

You are unavailable to take service calls because you are temporarily away from your desktop or busy doing some work that is not directly related to handling of service calls. Under normal circumstances, you make yourself Not Ready manually. Your system may also be configured to let you indicate a specific reason for being Not Ready. For more information, see How to Make Yourself Not Ready and the following Not Ready agent states: Lunch, Away From Desk, and Break. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Depending on your contact center practices, the Not Ready state may also be applied automatically under some of the following conditions:

  • Upon login
  • As a short rest time after finishing processing of a service call
  • Upon rejection of a service call
  • If you do not answer a ringing service call within a reasonable time
  • When your Agent Desktop loses connection to the system

You may also be forced into the Not Ready state by your supervisor.

Note: You will not receive any interactions while you are in this state regardless of how many interactions you are expected to handle simultaneously.

Lunch

Lunch-State-50.png

You are unavailable to take service calls because you are on your lunch break. Under normal circumstances, you manually set the agent state to Lunch or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Away From Desk

Not-Ready-State-50.png

You are unavailable to take service calls because you are temporarily away from your desktop. Under normal circumstances, you manually set the agent state to Away From Desk or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.

Break

Not-Ready-State-50.png

You are unavailable to take service calls because you are taking a break. Under normal circumstances, you manually set the agent state to Break or some other Not Ready reason. See How to Make Yourself Not Ready for more information. These reasons are specific to your contact center. You will get detailed instructions about the meaning and usage of such reasons from your administrator.


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