In Avaya Workspaces, supervisors can change the state of the agents from their teams. For example, a supervisor can change the state of an agent to Not Ready or Logged Out. The state change prevents calls from routing to that agent.
This feature applies to supervisors for all channels.
Avaya Workspaces for Call Center Elite supports agents going to Not Ready mode with a pre-defined browser disconnect reason code. However, agents can get logged off automatically when the agent's idle time exceeds or the agent's browser is disconnected.
If there are no active interactions, the agent is logged off automatically after the agent exceeds the configured time. The agent moves from Ready to Not Ready state and then transitions to Log Out and Offline states.
However, if one or more active interactions are present, the agent cannot get logged off automatically. Instead, the agent moves from Ready to Not Ready Pending state.
If the Enable drop all interactions feature is configured, the active interaction is dropped after exceeding the configured time. The agent transitions to the Log Out state and fully exits the application after the call is dropped.
Note:
Interactions that are currently not active (in alerting or held state) will not be dropped automatically after exceeding the configured time. Agent must manually end them.
