Agent State Type Diagram
Persons that work for the contact center may have different Presence states, because they are working on calls or are present \ absent on the workplace.
Legend:
- TextInBlue – states for Lucs product
- TextInGreen – states for Tm product
States have three groups:
1) Ms states (Microsoft states) (SfB States) correspond to the flags:
- MsOnline
- MsOffline
- MsAvailable
- MsAway
- MsDoNotDisturb
- MsBusy
- MsIdleBusy
- MsIdleOnline
- MsBeRightBack
- MsOther
- MsSubInACall
- MsSubInAConference
- MsSubInAMeeting
- MsSubOutOfOffice
2) Application states are based on combination of flags:
Lucs Agent State Name | MsOnline | LucsIsOnline | LucsIsReady | LucsIsWorking | LucsHasRona |
LucsOffDuty | 1 | 0 | any | any | any |
LucsWorking | 1 | 1 | any | 1 | any |
LucsRona | 1 | 1 | 0 | 0 | 1 |
LucsNotReady | 1 | 1 | 0 | 0 | 0 |
LucsSelectable | 1 | 1 | 1 | 0 | 0 |
TeamMember State Name | MsOnline | TMIsOnline | TMIsReady | TMIsWorking |
TmOffline | 0 | any | any | any |
TmWorking | 1 | 1 | any | 1 |
TmNotReady | 1 | 1 | 0 | 0 |
TmReady | 1 | 1 | 1 | 0 |
3) Derived application states are derived from original agent state types:
- LucsNotSelectable = LucsWorking + LucsRona + LucsNotReady
- LucsDuty = LucsSelectable + LucsNotSelectable
- TmOnline = MsOnline