Agent Status

The Agent Status functionality is configured according to the needs of each business unit. Here is an example that displays the various options for Agent Status.

Note: You can configure Agent Status through the Workforce Management system under Portal.

When an Agent Status is selected, the timer begins to track the specific state.

If an agent manages engagements and sets the timer on Break, then the timer does not start counting the Break until the agent has closed all engagements. This provides an accurate counter from the moment they are away from engagements and until they return in Available.

Sample use case

In the following use case, the Agent Status enables agents to manage their availability and ensure that they take breaks on a regular basis.

Agent #1 manages an engagement and notices that it is time for the scheduled break. To make sure they take a break on time, Agent #1 changes the Agent Status to the15-min break. This notifies the system that the agent is currently unavailable for any new customer requests, and any traffic will automatically be routed to other available agents.

Once Agent #1 completes the ongoing engagement, the Agent Status Timer begins to follow the 15-min break period.

At the end of the 15-min break period, the status of Agent #1 automatically changes to the Available and starts receiving new customer requests. The system records the total time spent on the break, including any chats or other activities.

In the reports, the Supervisor can view the total time spent by Agent #1 on the 15-min break that includes the time spent chatting and the break. This helps the Supervisor to ensure that agents follow the break schedule and can manage time effectively.