Agent string value descriptions

Last Updated : Nov 18, 2024 |
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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.