![]() The agent has been interrupted by a task from another MRD. The agent is not working on a task or call associated with this skill Or Paused in another skill group or precision queue in the same MRD. The agent is in Active, Work Ready, Reserved, In Active, Work Ready, Reserved, or Paused state for a taskĪssociated with this skill group or precision queue. Therefore, whileĪctive in one skill group, for the other skill group the agent is considered toĪgent is Active, Work Ready, Reserved, or on Hold/Paused in another skill group On or handling calls) in only one skill group at a time. Which the agent handling calls is assigned to other skill groups during theįor example, an agent could be talking on an inboundĬall in one skill group while simultaneously logged on to, and ready to accept The agent has been offered one or more tasksĪssociated with this skill group or precision queue. State in this skill group or precision queue. The agent is not in Active, Work Ready, or Paused ![]() Outbound Option calls are never placed in Reserved state the Outbound Optionĭialer puts the agent on hold when reserving the agent for a call. Is Paused for a task associated with thisĪ call or task associated with the skill group or precision queue.Īgents are Reserved when their phones are ringing. Outbound Dialer puts the agent on hold while connecting the call. This state is used during failover for agents signed in to skill groups or precision queues for third-party multichannelįor agents who handle nonvoice tasks, the state is reported asįor agents handling Outbound Option calls, the Hold state indicates that the agent has been reserved for a call because the This state is used during failover for agents signed into skill groups or precision queues for third-party multichannel This state is not used for agents signed into Enterprise Chat and Wrap-up work for a call in this skill group or precision queue. The Active state for a task associated with this skill Wrap-up work for a task associated with this skill group or precision queue. The agent may enter Not Active or Not Ready state when wrap-up is If the agent is handling a nonvoice task, If the agent is handling a voice call, the agent enters Ready state Performing wrap-up work for a call or task in this skill group or precision queue. Nonvoice tasks, this state is reported as Active.įor agents who handle voice tasks, this state is reported asĪgent is working on one or more tasks associated with this skill group or precision queue.įor these agents, the state is reported as On a task or a call in this skill group or precision queue. See the appropriate ACD Supplement Guide for information on ACD agent state definitions and how they correspond to Unified CCE Agent States.įor some states is different when an agent is configured to handle multiple concurrent tasks in a Media Routing Domain (MRD). For example, an ACD might support the Work Ready state but not the Work Not Ready state. ![]() And for some ACDs, certain agent states might not be applicable at all. Agent states reported by the ACD might not be equivalent to agent states ![]() Much time an agent spends in Not Ready state, which indicates whether the agentįor Unified CCE, agent state data is forwarded from the peripheral. For example, historical reports can show how You can also review past performance data to You can monitor agent states in real time to Numerous database tables and is presented in reports as both a number Agent Utilization: Full-Time Equivalents and Percent UtilizationĪgent states are determined from an agent'sĪctivity within a skill group or precision queue.Agent Reporting for Outbound Option Campaigns.
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