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Using Avaya Workspaces for Avaya Experience Platform™ Public Cloud
Agent states
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:
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Agent state selected
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Changed visual cue
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Icons
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Agent state in Status bar
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Description
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|---|---|---|---|---|
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Go Ready (Start Work)
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Green
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 |
Ready
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The agent goes to the Ready state for all assigned channels to accept work cards.
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Go Not Ready
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Red
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 |
Not Ready
Reason code tooltip
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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.
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Go Not Ready (with active work card)
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Red
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 |
Not Ready Pending
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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.
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After Contact Work
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Green
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After Contact Work (non-timed)
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Ready
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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.
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|
Finish Work
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Grey
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 |
Connected
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The agent remains signed in and connected but goes into the Logged out state for all assigned channels.
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Finish Work (with active work card)
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Grey
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 |
Logout Pending
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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.
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Sign Out
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Login page
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—
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Not applicable
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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 Avaya Workspaces, Avaya Workspaces automatically logs you out or changes your state to Not Ready depending on the time your account administrator configures.
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Auto Agent Logout
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Not applicable
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—
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Not applicable
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For more information on Auto Agent Logout, see Timers.
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Auto Agent Not ready
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Not applicable
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—
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Not applicable
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For more information on Auto Agent Not ready, see Timers.
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