Agent states are used for two things: to track an agent's activity throughout the day, and to mark the agent's availability for incoming calls.
Throughout the day an agent experiences a number of different states; some states change automatically, and agents must manually change others. The only state in which an agent is available for inbound calls is the Ready state.
When an agent logs in to ContactPad, they are put into the Ready state. To stop receiving inbound calls, the agent must use the state bar to select a different state. For information on changing states, see Changing states in ContactPad.
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For information about standard agent states, see Agent state definitions.
An intended state is the state an agent wants to be in after their current interaction. Agents can change their intended state while in a Busy state.
If the enforced disposition codes feature is enabled and configured for your account, when an agent finishes handling an interaction, VCC changes the agent's state to Logging the call. When the agent sets the disposition code for the interaction, VCC changes the agent's state to a Ready state, or, if set, the agent's intended state. If the agent sets the disposition code while working with the interaction, VCC changes the agent's state to a Ready state, or the agent's intended state, as soon as the interaction ends. For more information about enforced disposition codes, see Disposition codes.
If the queued callback feature is enabled and configured for your account, you can configure your interaction plan to set up callbacks. Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When an appropriate agent becomes available to handle the call, VCC initiates an outbound call from that agent to the caller. VCC changes the agent's state to Busy Callback. For more information about queued callbacks, see Queued callbacks.
If an agent does not answer delivered call while they are in Ready state, VCC changes the agent's state to No Answer. By default, the agent remains in No Answer state for a configurable period of time and then goes back into Ready state.
You can configure the time that an agent remains in No Answer state in the Max Unexpected(s) field in User Admin. For more information, see Configuring groups. |
To override this default behavior, you can enable the inbound missed call behavior. If you enable this behavior, an agent remains in No Answer state until the agent manually changes their state. This avoids VCC repeatedly delivering calls to an agent who is in Ready state but is not actually available.
For information about enabling the inbound missed call state behavior, see the Routing - leave agents in No Answer state after a missed inbound call setting in Controlling features for your account.
If the emergency call feature is enabled and configured for your account, when an agent makes a call to an emergency number, VCC blocks the call. VCC changes the agent's state to Prohibited Emergency and a warning message appears in ContactPad. The agent remains in this state, until they click Confirm on the warning message, and then goes back into Ready state.
For information about setting up emergency numbers, see Configuring emergency numbers.