The AgentState APIs allows a user to perform the following:
Get all the Available Agent states
Change the state of an Agent.
If the request to change an agent state is successful, the response is sent as part of the user notification.
User can set the following states with the API:
Ready
Not Ready
Users cannot set the states mentioned below. For example, Agents cannot change their state to ‘Busy’. Agents enter ‘Busy’ state when they answer a call.
Pending Busy
Busy
Failed Connect Agent
Failed Connect Customer
After Call Work
Missed Call Agent
Below APIs are used to achieve the functionalities:
Get Agent States
Set Ready State
Set Not Ready State
Pre-requisite
The agent must be in the LoggedIn state.
Sequence Flow Diagram
An agent who is currently not involved in any interaction. The agent is available to take up a new interaction.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
Also known as Application Programming Interface. A set of routines, protocols, and tools for using software applications. API also can refer to an interface that enables third-party programs to connect to any of Acqueon's applications.
The state where an agent is logged-in and in a position to receive calls from the dialer.
This is an agent state. The agent is logged-in, but cannot receive calls. The agent can be in this state for other reasons also, as configured by an administrator.
This is an agent state when an agent is currently handling a call.
Also known as ACW. This is the work that agents perform, usually after ending a call with a customer. This includes setting dispositions (or outcomes) and other assigned tasks before getting into a state that allows the next call to be routed.
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