This state indicates that the agent is Ready for a call. The agents are marked as Ready with the code 0.
Not Ready State
The Not ReadyNot Ready state refers to a status where agents are temporarily unavailable to receive or make calls. The Administrator can customize the Not Ready States. These states are:
Follow-up Work
Team Meeting
Break
Meal
Meeting
Training
Note
The Login event is triggered when an agent logs in to the Five9 softphone. During the Ready state, calls are marked as routable, while in other states, they are marked as non-routable.
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.
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.
An administrator is a human entity in an organization who create users, assign access rights to users, and perform various administrative tasks in a contact center application (like but not limited to assigning agents to teams / skills / queues, creating reason codes, etc.).
The short time-off taken by agents during the work shift. A break can be for various reasons - lunch, tea, meeting, etc. Agents may have to specify the reason (from among those created by an administrator) for the break. Calls cannot be routed to an agent on a break.
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