Understanding and managing your Agent Status

The "Agent Status" functionality is a popular contact center tool that helps agents show if they are available to field calls or if the call should be redirected to an available agent. AVOXI will automatically route calls based on the "Agent Status" at that particular time. 

Agent Status and Meanings

By default AVOXI includes the following statuses: 

Available

An agent is available for incoming calls, transfers, and can make outbound calls.

On A Call

An agent can not receive incoming calls, but can still make outbound calls.

Paused

An agent is paused and will not take new queue calls but can make outbound calls.

On Break

An agent is on a break and will not take new queue calls.

Gone Home

An agent is off shift and cannot take queue calls or transfers until they log on and change their status to Available.

In A Meeting

An agent is in a meeting and will not take new queue calls or transfers until the meeting is over.

At Lunch

An agent is in a meeting and will not take new queue calls or transfers until he/she returns.

Ringing

Outbound and Inbound direct calls will show as "Ringing" on the webphone. 

Busy

An agent is busy and unavailable to receive incoming calls.

Answering Call dispositions

 An agent can not receive incoming queue calls but can receive call transfers and make outbound calls.

Disconnected

An agent has logged out automatically by detecting a dropped registration and the phone didn’t automatically re-register within the next 50 seconds. This is to prevent Users from remaining logged in getting missed calls.

Offline

An agent is logged out of the system.

Please Note: Inbound and Outbound direct calls do not reference a status, meaning you can still receive or make direct calls regardless of agent status.


Updating your Agent Status

Adjusting your agent status helps your team know if you are available to take a call.  As an agent, you can update your status at any time via your webphone.

  • Login to your AVOXI dashboard (only applies to License holders).
  • Agent status can be found in the top left-hand corner of your webphone
  • To update your status simply click the down arrow, and select the relevant status from the dropdown list.    




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Updated:

May 19th, 2021

Author:

Louise Ross

Updated By:

Louise Ross

KB ID:

712443

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