Agent is not logged in to a desktop
|
Only the
Log-in button is enabled.
|
Agent in the Not ready state
|
The agent is in the
Not Ready state.
The following buttons are enabled: Ready, Supervisor Assist,
Emergency Assist, Statistics and Chat Control, and Make Call Control.
Note
|
The Make Call Control button allows you to dial out only in
the Not Ready (NR) state.
|
|
Agent in the Ready state
|
The agent is in the
Ready state.
The following buttons are enabled: Not Ready, Supervisor
Assist, Emergency Assist, Statistics and Chat Control, and Make call Control.
Note
|
The Make Call Control button allows you to dial out only in
the Not Ready state.
|
|
Agent gets an incoming call that is alerted on the agent
desktop
|
The agent is in the
Reserved state.
The following buttons are enabled: Statistics, Chat Control,
and Bad Line Ctrl.
|
Agent answers the call
|
The agents is in the
Talking state.
The following buttons are enabled: Hold, Release, Supervisor
Assist, Emergency Assist, Conference, transfer, Statistics, Chat ctl, and
Badline control.
Note
|
The Ready, Not Ready, and wrap-up buttons are enabled based
on the agent desktop settings configured in the Configuration Manager.
|
|
Agent puts an answered call on hold
|
The agent is in the
On hold state.
The following buttons are enabled: Retrieve, Release,
Supervisor Assist, Emergency Assist, Statistics, Chat ctl, and Badline control.
|
Agent retrieves the call on hold
|
The agents is in the
Talking state.
The following buttons are enabled: Hold, Release, Supervisor
Assist, Emergency Assist, Conference, transfer, Statistics, Chat ctl and
Badline control.
|
Agent releases the call
|
The agent continues to be in the same state he was in before
talking the call.
Note
|
The agent is in the Wrap-up state, provided Wrap-up is
configured.
|
If Wrap-up was not configured, then the
Ready and
Not Ready buttons are enabled.
|
Agent initiates a conference
|
The agent is in the
Talking state.
The following buttons are enabled: Statistics, Chat ctl, Bad
Line Ctrl, and Reconnect.
|
Consult conference call is answered
|
Conference Initiator Desktop
The agent is in the
Talking state.
The following buttons are enabled: Statistics, Chat ctl,
BadLineCtrl, Alternate, Reconnect, and Conference complete.
Note
|
The Ready, NR and Wrap-up buttons are enabled based on the
agent desktop setting.
|
Conference Receiver Desktop
The agent is in the
Talking state.
The following buttons are enabled: Hold, Release, Supervisor
Assist, Emergency Assist, Conference, transfer, Statistics, Chat ctl, and
Badline control.
|
Complete conference is done for the conference initiator
|
The agent continues to be in the same state he was in, before
talking the call.
Note
|
The agent is in the Wrap-up state, provided Wrap-up is
configured.
|
If Wrap-up was not configured, then the
Ready and
Not Ready buttons are enabled.
|
Agent initiates a consult transfer
|
The agent is in the
Talking state.
The following buttons enabled: Statistics, Chat ctl, BadLine
Ctrl, and Reconnect.
|
Consult transfer call is answered
|
Consult transfer Initiator Desktop
The agent is in the
Talking state.
The following buttons are enabled: Statistics, Chat ctl, Bad
Line Ctrl, Alternate, Reconnect, Conference complete.
Note
|
The Ready, NR, and Wrap-up buttons are enabled based on the
agent desktop setting.
|
Consult transfer Receiver Desktop
The agents is in the
Talking state.
The following buttons are enabled: Hold, Release, Supervisor
Assist, Emergency Assist, Conference, transfer, Statistics, Chat ctl, and
Badline control.
Note
|
The Ready, Not Ready, and wrap-up buttons are enabled based
on the agent desktop settings configured in the Configuration Manager.
|
|
Complete conference is done for the Transfer Initiator
|
The agent continues to be in the same state he was in, before
talking the call.
Note
|
The agent is in the Wrap-up state, provided Wrap-up is
configured.
|
If Wrap-up was not configured, then the
Ready and
Not Ready buttons are enabled.
|
Agent does a Single Step Transfer
|
The agent continues to be in the same state he was in, before
talking the call.
Note
|
The agent is in the Wrap-up state, provided Wrap-up is
configured.
|
If Wrap-up was not configured, then the
Ready and
Not Ready buttons are enabled.
After Initiating a Consult Transfer or a Consult Conference,
there are two calls on the agent desktop of the initiator of Transfer and
Conference until the Transfer/Conference is complete.
|
The held call is selected for Consult Conference when the call
rings on the conference agent desktop
|
The following buttons are enabled: Statists, Chat ctl, BadLine
Ctrl, and Reconnect.
Note
|
The Ready, NR, and Wrap-up buttons are enabled based on the
agent desktop setting.
|
|
The held call is selected for Consult Transfer when the call
rings on the conference agent desktop
|
The following buttons are enabled: Statistics, Chat ctl,
BadLine Ctrl, and Reconnect.
Note
|
The Ready, NR, and Wrap-up buttons are enabled based on the
agent desktop setting.
|
The button enablement on desktops based on the agent desk
settings depends on:
- Work Mode incoming
- Work Mode outgoing
The button enablement described are common, the only
difference being they are enabled on an incoming call or an outgoing call based
on the settings.
|
Agent desk setting configuration is set to
Not Allowed
|
The agent is not allowed to go to the Wrap-up state.
No state transition buttons are enabled as long as the call is
on the agent desktop.
Buttons Enabled - Default behavior.
|
Agent desk setting configuration is set to
Optional
|
The Ready, NR, and Wrap-up buttons are enabled after a call is
answered and the agent is in the
Talking state.
|
Agent desk setting configuration is set to
Required/Required with data
|
No state change buttons are enabled when the agent is talking
on a call. After the call, the agent state changes to
Wrap-up.
In the Wrap-up dialog box, if you select
"Apply", the Ready and NR buttons are enabled and the
agent state changes based on the selection (button click) done by the agent.
Note
|
Supervisor assist and Emergency assist are not present on a
supervisor desktop. The rest of the button enablement are only applicable for
different scenarios described above.
|
|