Subscribe to a Service & System Status
Preconditions
To receive service calls via Agent Assistant:
- Skype for Business must be started and the agent must be signed in.
- Within Agent Management the agent must be part of at least 1 service.
- Optionally: Trait and Responsibility Definitions need to be made, so Agent Responsibilities can be mapped for skill-based distribution.
- Duty Profiles must be defined and assigned to the service to appear within Agent Assistant.
Subscribe to a Service Duty Profile via Agent Assistant
By default, the profile 'Off Duty' is set after login.
This is configurable - also other profiles could be configured as default by an admin.
As agent you must actively log on to the corresponding profile via the Agent Assistant (right click on the AA icon).
- Right click on AA
- Select one of the available duty profiles.
After choosing a profile:
→ Agent Assistant Profile (on the taskbar icon) will change the status from yellow to green.
→ You can start receiving service calls.
Unsubscribe from Services
- Right click on AA
- Choose 'Off Duty'
After unsubscribing:
- The Agent Assistant Profile (on the taskbar icon) will change the status from green to yellow.
- You will no longer receive Service calls.
- You are still able to receive direct calls in Lync/Skype for Business, either internal or external.
Service and Call status dependencies
In general, calls are delivered:
During opening hours (Exception: customer calls during opening hours and remains in queue) ...
To agents signed into Skype for Business
... with the correct LUCS profile selected
... with the necessary skills/traits on their profile
... with matching skills assigned by supervisors!
... with a headset (or an IP-phone) connected.
Skype for Business
Your SfB status determines if you receive calls:
| You will receive Service calls when |
By default the personal call forwarding in the SfB Client is ignored for service calls! |
|---|---|
You won't receive Service calls when |
By default the personal call forwarding in the SfB Client is ignored for service calls! |
Status of a Service
A service is shown in the following availability status:
| Min. 1 person (Agent) is immediately available for this service |
| Min. 1 person (Agent) is logged in for this service, but not immediately available (e.g. busy on telephone) |
| No person is logged in for this service |
Agent Assistant Status
The AA status shows readiness to receive calls based on presence
| |
| In a duty profile, live in SfB and ready to receive service calls |
| Connection error to the server cannot be established.
|
If not working, an Admin needs to check the