Changing your agent state to Ready or Not Ready

Last Updated : Oct 21, 2024 |

About this task

You can change your agent state to indicate whether you are ready to accept interactions. Set your state to Not Ready if you leave your desk or need time for other activities. When indicating that you are not ready, select a reason from the available list.

With Avaya Experience Platform™ (On-Prem + Connect), if you want to be simultaneously ready on the hybrid voice and digital channels, you can Go Ready on All Channels. Else, you can Go Ready or Go Not Ready on the individual hybrid voice and digital channels.

Your administrator can enable the agent state synchronization between the Avaya Workspaces for CRM and Dynamics 365 Omnichannel queues. If the synchronization is enabled, agent state changes are reflected simultaneously in both Avaya Workspaces for CRM widget and Dynamics 365.

Procedure

  1. On Avaya Workspaces for CRM, click the agent state list.

    The agent state list opens when you click the agent toolbar at the top of the CRM widget, where you can find your avatar and agent state.

  2. Optional If you have not already done so, click Start Work.
  3. To change both the Hybrid Voice and Digital states to Ready, go to All Channels and click Go Ready.

    In the left pane, the voice channel indicator shows that the voice channel is ready. Also, the digital channel indicator , , and show that the digital channels are ready.

  4. To change both the Hybrid Voice and Digital states to Not Ready, go to All Channels and click Go Not Ready. Also, from the list of common Not Ready reason codes, select a reason code to Go Not Ready on both the channels. For example, Coffee, Lunch, and Training.

    In the left pane, the voice channel indicator shows that the voice channel is not ready. Also, the digital channel indicator , , and show that the digital channels are not ready.

  5. To change the Hybrid Voice state to Ready, click Go Ready.

    In the left pane, the voice channel indicator shows that the voice channel is ready.

  6. To change the Hybrid Voice state to Not Ready, click Go Not Ready and select the Work on Digital Not Ready reason code.

    In the left pane, the voice channel indicator shows that the voice channel is not ready.

  7. To change the Digital state to Ready, click Go Ready.

    In the left pane, the digital channel indicator shows that the digital channel is ready.

  8. To change the Digital state to Not Ready, click Go Not Ready and select the Work on Voice Not Ready reason code.

    In the left pane, the digital channel indicator shows that the digital channel is not ready.