Agent states

Last Updated : Oct 24, 2024 |

Agent states and state changes are visible to an agent and a supervisor. The states are shown as icons and in the Status bar. The icons represent the four available channels and change color depending on the agent state. The supervisor can view the active channels on which the agent is working.

The following table describes the agent states:

Agent state selected

Changed visual cue

Icons

Agent state in Status bar

Description

Go Ready (Start Work)

Green

 icons showing all assigned channels in green

Ready

The agent goes to the Ready state for all assigned channels to accept work cards.

Go Not Ready

Red

 icons showing all assigned channels in red

Not Ready

Reason code tooltip

The agent is not ready to accept work cards. The reason code tooltip provides the reason for the agent's absence. For example, lunch break.

Go Not Ready (with active work card)

Red

 icons showing not active channels in red and active work cards in green

Not Ready Pending

Ready channels which are not active go into the Not Ready state immediately. For example, email, messaging, and chat channels. Channels with active work cards, for example, the voice channel, go to the Not Ready state when the active work card ends.

After Contact Work

Blue

 voice channel visual cue in blue and active work cards in green

After Contact Work (timed)

Ready

If the account administrator enables Timed ACW in the administration interface, the agent transitions to ACW automatically following a customer call. After the Timed ACW interval completes, the agent automatically transitions to the Ready state. If the agent in the Timed ACW state needs additional time to perform work related to the customer call, the agent can change the state to ACW.

The agent is in the After Contact Work state when the interaction ends. The agent must set the interaction to Finish Work when the work is complete.

Finish Work

Gray

 icons showing all assigned channels in gray

Connected

The agent remains signed in and connected but goes into the Logged out state for all assigned channels.

Finish Work (with active work card)

Gray

 icons showing not active channels in gray and active work cards in green

Logout Pending

Channels which are not active go into the Logged out state immediately. For example, voice, messaging, and chat channels. Channels with active work cards, for example, the email channel, go into the Logged out state when the active work card ends. The agent remains signed in and connected but in the Logged out state for all assigned channels.

Sign Out

Login page

—

Not applicable

The agent must enter the username and password to access Avaya Workspaces.

If you do not use the Sign Out option to log out of the Avaya Workspaces user interface, Avaya Workspaces automatically logs you out or changes your state to Not Ready depending on the time your administrator configures.

Auto Agent Logout

Not applicable

—

Not applicable

For more information on Auto Agent Logout, see Timers.

Auto Agent Not ready

Not applicable

—

Not applicable

For more information on Auto Agent Not ready, see Timers.