When the agent is in the Ready state, Avaya Workspaces can detect if the client session is disconnected, the agent closes the browser without logging out, or the agent is inactive or away. If the timers are configured in Avaya Aura® System Manager, Workspaces sends a request to UAC notifying that the agent's browser is disconnected or the agent is inactive. UAC then sends a notification to the supervisor. Supervisors can view notifications and see a disconnect or idle icon in the My Agent widget when the agent exceeds the timeout. The disconnect icon disappears when the agent becomes active or reopens the browser.
When there are no active interactions, the agent state changes from:
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Ready to Idle - If the agent is inactive exceeds the value set in Timer 1.
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Ready to Not Ready - If the idle time of the agent or the browser disconnect exceeds the value set in Timer 2.
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Not Ready to Logged off - If the idle time of the agent or the browser disconnect exceeds the value set in Timer 3.
When there are ongoing voice or digital interactions, the agent state changes from:
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Ready to Idle - If the agent is inactive exceeds the value set in Timer 1.
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Ready to Not Ready Pending - If the idle time of the agent or the browser disconnect exceeds the value set in Timer 2.
The agent state changes to Not Ready Pending when the agent is active on a call and changes to Not Ready when the active interaction ends.
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Not Ready to Logged Off - If the idle time of the agent or the browser disconnect exceeds the value set in Timer 3 after the active interaction is dropped.
Note:
By default, the agent state changes to Logged Off only if there are no active interactions.
