Agent State
The agent’s state represents the status of the agent from the switch’s perspective. The switch tracks this state for each configured agent even when they are not actively logged into the switch. Not all switches support all the states described below or some states are implied by being in other states. For example, many switches don’t have a separate Logged In state, but the agent is considered logged in if not in the Logged Out state.
The way agent state is tracked can also be different between switch vendors. The most common difference is whether agent state is managed globally for each agent or an agent has independent states for each interaction channel they have. A global state applies to all channels evenly and is tracked at the agent level. Independent states allow the agent to be Ready for phone calls but Not Ready for emails and chats. Each channel has its own state. The MediaBar simplifies this difference by managing agent state globally even for independent style switches. When the agent changes state with the MediaBar, the state for all channels is changed simultaneously without the agent having to change each channel manually.
Logged Out
The agent does not have an active session with the switch. This is the base state for an agent while not interacting with the switch.
Logged In
The agent has connected to and successfully authenticated with the switch. As mentioned above, the Logged In state isn’t always represented as a separate state. For switches that do have a separate Logged In state, they also support channel activation and deactivation. Please see Channel for more information.
Auto-In
A common configuration option that controls what happens when an agent initially logs into the switch (or activates a channel). When enabled, the agent will automatically be placed into the Ready state after a successful login. When disabled, the agent will start in a Not Ready state.
Ready
The agent is ready to receive the next interaction. The switch will only distribute interactions to agents in the Ready state (or Busy Ready for multimedia interactions depending on the Agent Capacity). This state is sometimes referred to colloquially as “Available” but should not be. Some switches support an “Available” state that has a very different meaning.
Not Ready
Busy
Busy Ready
Busy Not Ready
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