From Bright Pattern Documentation
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| − | = States Overview = | + | = States Overview = |
Agent ''states'' indicate your current availability to handle service interactions. State information is used by your contact center system to decide whether a new service interaction can be routed to you. The information about the time you spend in each state also appears in reports about your performance. | Agent ''states'' indicate your current availability to handle service interactions. State information is used by your contact center system to decide whether a new service interaction can be routed to you. The information about the time you spend in each state also appears in reports about your performance. | ||
The Agent Desktop application uses icons to represent agent states. Your current state is shown in the upper left-hand corner of Agent Desktop. These icons, the states they represent, and descriptions of those states are described in the [[Agent-guide/Tutorials/States/HowtoInterpretYourCurrentStateInformation | Tutorials]] section of this guide. | The Agent Desktop application uses icons to represent agent states. Your current state is shown in the upper left-hand corner of Agent Desktop. These icons, the states they represent, and descriptions of those states are described in the [[Agent-guide/Tutorials/States/HowtoInterpretYourCurrentStateInformation | Tutorials]] section of this guide. | ||
| − | == Tutorials == | + | == Tutorials == |
| − | Learn more about states in this guide's Tutorials section. | + | Learn more about states in this guide's [[Agent-guide/Tutorials/States/Overview|Tutorials]] section. |
*[[Agent-guide/Tutorials/States/HowtoInterpretYourCurrentStateInformation | How to Interpret Your Current State]] | *[[Agent-guide/Tutorials/States/HowtoInterpretYourCurrentStateInformation | How to Interpret Your Current State]] | ||
*[[Agent-guide/Tutorials/States/HowtoMakeYourselfReady | Make Yourself Ready]] | *[[Agent-guide/Tutorials/States/HowtoMakeYourselfReady | Make Yourself Ready]] | ||
*[[Agent-guide/Tutorials/States/HowtoMakeYourselfNotReady | Make Yourself Not Ready]] | *[[Agent-guide/Tutorials/States/HowtoMakeYourselfNotReady | Make Yourself Not Ready]] | ||
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Latest revision as of 04:01, 29 May 2024
States Overview
Agent states indicate your current availability to handle service interactions. State information is used by your contact center system to decide whether a new service interaction can be routed to you. The information about the time you spend in each state also appears in reports about your performance.
The Agent Desktop application uses icons to represent agent states. Your current state is shown in the upper left-hand corner of Agent Desktop. These icons, the states they represent, and descriptions of those states are described in the Tutorials section of this guide.
Tutorials
Learn more about states in this guide's Tutorials section.