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then hang up on the caller. Since the agent would still be in the “Init In
Call” state, the system will assume that the caller did not actually
connect to the agent.
On Call/In Call (Purple) This is the state when the agent is speaking with a
caller, after any “Init In Call” time has passed. The Call Timer will record
how long the agent stays in this state. When an agent is on a call, the
status in the queue shows “connected”.
Wrap Up (Yellow) Call centers have an option to allow agents to be given a
short time after completing a call to “wrap up” the call, such as recording
notes about the call or to give the agent a short break before the next
call. For more information about wrapup see sub-section 5.1 below.
Checking (Dark Red)
The time that it takes after wrapup to see if you are
going to be assigned another call, go available/unavailable.
Next to Current Status is the call timer. Once you take a call and enter the
connected state, the call time will start counting the seconds (and minutes)
you’re on the call. In many call centers, knowing how long the call has gone on
is important to the agent.
To the right of the call timer, there are three buttons used to control your state,
if you are so permitted by the queue administrator. These buttons are:
Make Available To have access to the make available (and make unavailable)
Buttons, you must have the “available” privilege enabled. When enabled,
clicking this button tells the call queue you’re ready to take calls. If
you’re available, and a new call comes into the queue, it will be
automatically sent to your extension unless the queue has been
configured otherwise. If you don’t have the “Available” privilege, then
you’re “always available” as long as you’re logged into the queue, are not
on a call, or in wrap-up.
Make Unavailable If privileged (the available privilege is enabled), an agent can
be unavailable (or available). Clicking this button tells the
call queue you’re not ready to answer a new call, and while your in an
unavailable state calls will not be sent to you. Once you’re ready for a
new call you can click the “Make Available” button, or you can selectively
take a call by double clicking the call and clicking the connect button.
Unavailable after call Provides a way for an agent to make them self
unavailable after completing their call. Choosing unavailable after call
changes the state of the agent from available to unavailable so that when
they wrapup their current call they’ll not get another call from the queue.
This is useful when an agent needs a break or wants to go to lunch.
Do Wrap-Up Initiates the wrapup state for the agent after finishing up with a
call.