Agent States

The availability state is known as your presence and indicates a state such as Available, Not Available, Busy, and so on. Agent manually changes the work modes from Available to Not Available and vice versa, in the softphone.

If an agent accidentally closes the browser or refreshes the page, Softphone shows the last accessed agent state. Example, if an agent is in busy state and refreshes the page, after re-loading the application, the agent is in a Busy state only. Agent availability is indicated by a colored icon. For example, a red dot next to agent’s state indicates that the agent is in not available to take calls.

Inbound Agent State

Agents can set their availability to one of three states:

• Available: The agent is available to take calls. Amazon Connect can route calls to the agent. If the agent does not answer an Inbound Call within the configured duration, in seconds, the call is routed to the next Available Agent and agent state changes to the configured Not Ready state.

• Offline: The agent is offline, and calls cannot be routed to this agent.

• Not Ready: The agent is currently not available to take calls. For example, the agents could be on a Break. Softphone does not route calls to that agent but places them in the Queue for the next agent who is available to answer.

Acqueon Workspace provides a number of states depending on the type of calls.

The following states are available:

• Available: The agent is available to take calls.

• Offline: Logged on, but not available to take call.

• Pending Busy: When an agent receives a call, the status changes from Available to Pending Busy.

• Busy: When agent is in conversation with an end user.

• Failed Connect Agent: When an agent declines a call within a certain period, softphone places the agent into Failed Connect Agent state. In this state, the agent does not receive new interactions. Agent must change the state to Ready or click Clear Call to change the state to Ready.

• Failed Connect Customer: When an end user disconnects a call before an agent answers it, softphone places the agent into Failed Connect Customer state. Agent must change the state to Ready or click Clear Call to change the state to ready.

• After-call Work (ACW): Performing wrap-up operation.

• Missed Call Agent: When an agent does not answer a call within a certain period, softphone places the agent into Missed Call Agent state. During this state, agent does not receive new interactions. Agent must change the state to Ready or click Clear Call to change the state to ready. The declined or not answered interactions re-enter the queue.

Setting Agent State

To set the agent state, click Agent state, then select an agent state from the dropdown list.

Outbound Agent State

Agents can set their availability to one of three states:

• Available: When an agent state is set to Available, in the softphone, the state change request is sent to Campaign Manager that starts the tethered connection. The softphone accepts the tethered call, and the agent gets connected to tethered call. After the tethered call connection is established, the agent’s state automatically changes to Busy and only then, can an agent handle outbound calls.

• Offline: The agent is offline, and calls cannot be routed to this agent.

• Not Ready: The agent is currently not available to take calls. When you set the agent state to Not Ready, it automatically disconnects the tethered call connection form Campaign Manager. Calls are not routed to the agent but are placed in the queue for the next available agent.

• Outbound: This is the custom non-routable state in which a call cannot be routed. This can be set by Acqueon Workspace in the below scenarios:

  • When Campaign Manager tries to dial a Preview call to the customer phone number, and due to some issue the call is not able to connect, the application returns the call status as error.

  • When the blending switch is not triggered automatically (for example, Outbound to Inbound state).

Acqueon Workspace provides a number of states depending on the type of calls. The following states are available for outbound calls:

• Available: Ready to connect to tethered calls. The agent’s state changes to Busy and only then can an agent take outbound calls.

• Offline: Logged on, but not available to take call.

• Pending Busy: When an agent receives a call.

• Busy: When an agent is ready to make outbound calls and also when in conversation with the end-user.

Setting Agent State

An agent receives outbound calls only when available and connected to the tethered call.

To change the agent state, click the Agent state, then select an agent’s state from the dropdown list. After changing the agent state to Available, agent is automatically connected to tethered call.

Note:

During an active call, when an agent tries to change the state, the call is not disconnected, but the status change is shown as Pending state. Once the call is disconnected, the status is changed based on previous selection.