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| − | <translate>= How to Interpret Your Current State | + | <translate>= How to Interpret Your Current State = |
The agent state is the indication of your current availability to handle service calls. This information is used by the system to decide whether a new service call can be delivered to you. The information about the time you spend in each state also appears in reports about your performance. | The agent state is the indication of your current availability to handle service calls. This information is used by the system to decide whether a new service call can be delivered to you. The information about the time you spend in each state also appears in reports about your performance. | ||
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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 as follows. | 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 as follows. | ||
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'''Note:''' Information in the main text of this section is valid if your system is configured to let you handle one customer interaction at a time. This configuration is most typical when you handle calls only. If you process interactions of other types (e.g., chats or emails), then, depending on your contact center practices, you may be expected to handle multiple interactions simultaneously. The differences in interpretation of your states in this case are briefly explained in the notes following a state description. For a more detailed explanation, see sections [[agent-guide/HandlingMultipleChatSessions|Handling Multiple Chat Sessions]] and [[agent-guide/GeneralInformationAboutHandlingEmail|General Information About Handling Email]]. | '''Note:''' Information in the main text of this section is valid if your system is configured to let you handle one customer interaction at a time. This configuration is most typical when you handle calls only. If you process interactions of other types (e.g., chats or emails), then, depending on your contact center practices, you may be expected to handle multiple interactions simultaneously. The differences in interpretation of your states in this case are briefly explained in the notes following a state description. For a more detailed explanation, see sections [[agent-guide/HandlingMultipleChatSessions|Handling Multiple Chat Sessions]] and [[agent-guide/GeneralInformationAboutHandlingEmail|General Information About Handling Email]]. | ||
| − | == Agent States == | + | == Agent States == |
=== Ready === | === Ready === | ||
[[File:Ready-State-50.png|50px]] | [[File:Ready-State-50.png|50px]] | ||
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You are available to take a service call. In most cases, you make yourself ''Ready'' manually. See [[agent-guide/HowtoMakeYourselfReady|How to Make Yourself Ready]] for more information. | You are available to take a service call. In most cases, you make yourself ''Ready'' manually. See [[agent-guide/HowtoMakeYourselfReady|How to Make Yourself Ready]] for more information. | ||
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Depending on your contact center practices, the ''Ready'' state may also be applied automatically under some of the following conditions: | Depending on your contact center practices, the ''Ready'' state may also be applied automatically under some of the following conditions: | ||
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* Upon login | * Upon login | ||
* As soon as you finish a previous service call | * As soon as you finish a previous service call | ||
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* When the rest time associated with the previous call expires | * When the rest time associated with the previous call expires | ||
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You may also be forced into the ''Ready'' state by your supervisor. | You may also be forced into the ''Ready'' state by your supervisor. | ||
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'''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''. | '''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 === |
[[File:Ringing-State-50.png|50px]] | [[File:Ringing-State-50.png|50px]] | ||
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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. | 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 === |
[[File:Busy-State-50.png|50px]] | [[File:Busy-State-50.png|50px]] | ||
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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. | 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. | ||
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'''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. | '''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 === | + | === After Call Work === |
[[File:ACW-State-50.png|50px]] | [[File:ACW-State-50.png|50px]] | ||
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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. | 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. | ||
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'''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.) | '''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 === |
[[File:Not-Ready-State-50.png|50px]] | [[File:Not-Ready-State-50.png|50px]] | ||
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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 [[agent-guide/HowtoMakeYourselfNotReady|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. | 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 [[agent-guide/HowtoMakeYourselfNotReady|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. | ||
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Depending on your contact center practices, the ''Not Ready'' state may also be applied automatically under some of the following conditions: | Depending on your contact center practices, the ''Not Ready'' state may also be applied automatically under some of the following conditions: | ||
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* Upon login | * Upon login | ||
* As a short rest time after finishing processing of a service call | * As a short rest time after finishing processing of a service call | ||
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* When your Agent Desktop loses connection to the system | * When your Agent Desktop loses connection to the system | ||
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You may also be forced into the ''Not Ready'' state by your supervisor. | You may also be forced into the ''Not Ready'' state by your supervisor. | ||
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'''Note:''' You will not receive any interactions while you are in this state regardless of how many interactions you are expected to handle simultaneously. | '''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 ==== |
[[File:Lunch-State-50.png|50px]] | [[File:Lunch-State-50.png|50px]] | ||
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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 [[agent-guide/HowtoMakeYourselfNotReady|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. | 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 [[agent-guide/HowtoMakeYourselfNotReady|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 ==== | + | ==== Away From Desk ==== |
[[File:Not-Ready-State-50.png|50px]] | [[File:Not-Ready-State-50.png|50px]] | ||
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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 [[agent-guide/HowtoMakeYourselfNotReady|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. | 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 [[agent-guide/HowtoMakeYourselfNotReady|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 ==== | + | ==== Break ==== |
[[File:Not-Ready-State-50.png|50px]] | [[File:Not-Ready-State-50.png|50px]] | ||
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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 [[agent-guide/HowtoMakeYourselfNotReady|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. | 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 [[agent-guide/HowtoMakeYourselfNotReady|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. | ||
Revision as of 22:54, 22 January 2019
How to Interpret Your Current State
The agent state is the indication of your current availability to handle service calls. This information is used by the system to decide whether a new service call can be delivered 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 as follows.
Note: Information in the main text of this section is valid if your system is configured to let you handle one customer interaction at a time. This configuration is most typical when you handle calls only. If you process interactions of other types (e.g., chats or emails), then, depending on your contact center practices, you may be expected to handle multiple interactions simultaneously. The differences in interpretation of your states in this case are briefly explained in the notes following a state description. For a more detailed explanation, see sections Handling Multiple Chat Sessions and General Information About Handling Email.
Agent States
Ready
You are available to take a service call. In most cases, you make yourself Ready manually. See How to Make Yourself Ready for more information.
Depending on your contact center practices, the Ready state may also be applied automatically under some of the following conditions:
- Upon login
- As soon as you finish a previous service call
- When the time allocated for after-call work associated with the previous call expires
- When the rest time associated with the previous call expires
You may also be forced into the Ready state by your supervisor.
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
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
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
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
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
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
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
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.