The agent states and corresponding call states are as follows. If an agent is simultaneously handling multiple calls, there are multiple call states for that agent.
|
Agent state |
Call state |
|
Available |
Idle (no call) Ringing |
|
Available in Call |
In Call On Hold Wrap Up Preview Multiple (more than one call handled) |
|
Released |
Idle (no call) Ringing |
|
Released in Call |
In Call On Hold Wrap Up Preview Multiple (more than one call handled) |
In the following example, agent HV is Available In Call. In the report, the same call is allocated to Busy [1], In Call [1], and Available In Call [1].
In the following example, agent HV is still Available In Call. In the report, the same call is now allocated to Busy [1], On Hold [1], and Available In Call [1].
In the following example, agent HV is still Available In Call. In the report, the same call is now allocated to Busy [1], In Wrap-up [1], and Available In Call [1].
