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agent who has been waiting for a call the longest (however, in the queue
settings you can configure the queue for “agent with the fewest calls”,
“agent with the shortest connect time”, or set agent priorities which will
over-ride the other settings). Agents who have just logged into the queue
are treated as if they have been waiting forever for a call, so they have the
highest priority of taking the next available call.
There are some exceptions to this general rule. If skills-based routing is
being employed, then a call requiring a skill that the current agent does
not have will not be connected to that agent. If this agent has the
Rejection privilege and has rejected a particular call, then that call also
will treat that agent as if he or she is unavailable. Finally, the queue
administrator can change the rule for selecting an agent to select the
agent who has the lowest talk time or least number of calls taken instead
of the longest wait time.
If an agent “drops” a call (does not answer the phone when it rings), the
agent is made unavailable automatically, on the assumption that he or
she has left the area. If that agent comes back and clicks “Make
Available” to become available again, then for a period of 30 seconds,
that particular agent will be treated as unavailable by the particular call
which was dropped.
Unavailable (Red) In the Unavailable state, the agent can watch the activity in
the queue (if so privileged) but will not automatically be assigned any
calls. If the agent has the privilege to “take” calls (to pick particular calls
out of the queue, not necessarily the longest-waiting call), then the agent
can do so even when in the Unavailable state. When the agent finishes
with a call, the CallQ Agent will return to the Unavailable state after
Wrap-up is finished.
Deciding (Blue) – The deciding state is the time in which an agent has the
rejection privilege and is given time to accept or reject the call as in they
are "deciding" whether or not to take the call.
Connecting (Light Blue) – The connecting state is the time in which a call is
transferring to an agent, and the phone is ringing.
Init In Call (Pink) The queue administrator can set a parameter called
“Minimum Connect” which specifies a minimum amount of time that an
agent must be talking to be considered to have taken a call. By default,
this parameter is 0, meaning that once an agent answers a call, the
agent goes immediately to the “In Call” state. But if the parameter is
positive, then for that many seconds, the agent will be in the “Init In Call”
state, and then will progress automatically to the “In Call” state. Should
the agent hang up on the call before reaching the “In Call” state, then the
agent is considered to have dropped that call. This could happen if the
agent happens to pick up the phone to make an outbound call just as
the system is bringing a call to the phone. The agent might not realize
what had happened since no ringing would have been heard, and might
