Agent States

The availability state is known as your presence and indicates a state such as Available, Not Available, Busy, and so on. An Agent can manually change 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 will be in the Busy state only. Agent’s availability is indicated by a colored icon. 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. The Amazon Connect can route calls to the agent. If the agent does not answer an Inbound Call within x seconds, then 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 for inbound calls:

• 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 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 the 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 the three states:

• Available: Routable state where the agent can receive an Inbound or Outbound Call.

• Offline: The agent is offline.  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, calls are not routed to the agent but placed in the queue for the next available agent.

Below are few agent states set by Acqueon Workspace during outbound calls:

• 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

To change the agent state, Click Agent state, and select a state from the dropdown list.

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 the previous selection.