Setting the Agent State
The presence state can be changed on clicking 'Set Presence State' button ( The following Agent States can be set:) in actions menu.
State impact on "Selectability"
"Busy" does not always mean "Not selectable"
As a supervisor, be careful to not automatically associate "Busy" with a red SfB presence status in regards of LUCS service availability (for task selection).
When using LUCS default settings, any other status other than "Online" may remove the agent from the pool of selectable targets. However, exceptions can be made within the configuration on a "per-Agent" basis, allowing individual Agent to be still selectable when "Busy"
Vice versa, the Agent may appear as "Busy", but also with a custom presence state selected, and specify a configured "Not Ready Reason" (NRR) alongside within Agent Assistant. We therefore recommend checking twice before using this feature to override the presence state of your Agents.
A "RONA" (Redirect on no Answer) state is automatically applied to any Agent that missed or declined, setting that Agent's presence state to 'Away'. By default LUCS will continue to select the next available Agent instead. During RONA an Agent is not considered for the call distribution until the state is reset.
Reset RONA State
Any Supervisor in the same Organization Units (Service) as the Agent is able to reset this state resulting in the Agent receiving calls again. It can be done on clicking 'Reset RONA' button ( ) in actions menu. The actions menu is available on clicking the agent row in the 'Agent States' or 'Agent Dimensions' widget.
Upon clicking this button, a confirmation pop-up with 'Are you sure you want to reset RONA?' message appears. If the Supervisor clicks 'OK', then RONA is reset. If user clicks 'Cancel', then RONA is still set to the corresponding Agent.
Agents can also reset their RONA State via Agent Assistant.