Agent Availability States
When you log in to the Agent Desktop, the system places you in a default idle state. In order to accept calls, chats, or emails, you should be in the Available state. If you need to go offline for a meeting, training, or your lunch break, you change your status to an idle state. No communications are routed to you when you are in any idle state.
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Agent State |
Description | ||
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Available |
You are ready to accept and respond to contacts. After you log in, you must select Available in the STATUS NOW drop-down list to receive routed contact requests. | ||
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Any Idle state |
You are logged in but not ready to accept contact requests. Your Webex Contact Center administrator can configure additional Idle states that are appropriate for your enterprise. If you need to go offline during your work day, you can manually select an Idle state. In addition, you can select an Idle state while you are interacting with a customer, and you will be placed in that Idle state when the call or chat session ends or when you send or close the current email message. For more information on which Idle State to use, contact your Supervisor.
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