Agent string value descriptions

Last Updated : Nov 18, 2024 |

You can modify the default string values on the Agent String Values page. The following table describes the options available under each area:

Area

Description

Work Mode

  • ACD: The agent is on an ACD call.

  • ACW: The agent is in the After Call Work mode.

  • AUX: The agent is in the auxiliary work mode and is not available to take calls.

  • AVAIL: The agent is available to take an ACD call.

  • DACD: The agent is on a direct agent ACD call.

  • DACW: The agent is in the ACW mode for a direct agent ACD call.

  • OTHER: The agent has just logged in and CMS has not yet been notified of the agent's state. This mode is also used if:

    • An agent is dialing an extension or has an extension call ringing while in auto-in/manual-in (AI/MI).

    • An agent puts a call on hold and does not perform any other call-related actions.

  • RINGING: An ACD call is ringing at the agent's voice terminal and the agent is not doing anything else.

  • UNKNOWN: CMS does not recognize the current state.

  • UNSTAFF: The agent is not logged in or is not staffed yet.

Agent Trace Work Mode

  • LOGON: An agent is logged in.

  • LOGOFF: An agent is logged out and is not available to take ACD calls.

Call Direction

  • IN: The agent is on an incoming call.

  • OUT: The agent is on an outbound call.

Call Origination

  • PHONE: The agent dialed an outbound call using the voice terminal dialpad.

  • KEYBOARD: The agent dialed an outbound call using the computer keyboard.

Call Destination

  • PBX: Internal to the switch.

  • Off: External to the switch.

Reserve Level

  • Rsv1: The agent begins answering calls when the skill's first threshold is crossed.

  • Rsv2: The agent begins answering calls when the skill's second threshold is crossed.

Call Handling Preference

  • Level: The agent's call-handling preference is by skill level.

  • NEED: The agent's call-handling preference is by greatest need.

  • PERCENT: The agent's call-handling preference is based on an assigned percentage of time allocated to each skill.

Agent Role

  • TOP: The agent can be counted on to answer the skill's calls, unless their other skills go into overload.

  • ALLOCATED: The agent has time allocated to answering the skill's calls.

  • BACKUP: The agent helps answer the skill's calls when their top skill is not busy.

  • ROVING: The agent answers a skill's calls when this skill has the greatest need.

  • RESERVE: The agent helps answer the skill's calls when the skill is over threshold. These roles vary according to call handling preferences.

Interrupt Type

  • NA: No interruptions when the agent is in the auxiliary state.

  • AUTO-IN: While in the auxiliary state, the agent can automatically be put into the Available state to receive calls when the number of available agents is insufficient.

  • MANUAL-IN: When interrupted, the agent presses a button to manually indicate that they are available.

  • NOTIFY: The agent is notified and can choose to accept or reject the interruption.

Interrupt Status

  • NA: The agent is not in the interruptible auxiliary state.

  • NOTIFYING: The agent is notified of an interruption while in the interruptible auxiliary state.

  • INTRRPTED: The agent is interrupted in the interruptible auxiliary state and is handling a call.

  • INTRRPTBLE: The agent is in the interruptible auxiliary state.