Agent States
The 'Agent States' widget shows SfB presence states of Agents to supervisors in order to provide the information of the contact center state.
The widget has the following controls:
Control Name | Description |
---|---|
State | Agent SfB picture.
SfB Presence State icons |
States / Set State | Shows the SfB state of that Agent. The following relations of the color and SfB States exist:
|
First Name | The first Name of the corresponding Agent. |
Last Name | The last Name of the corresponding Agent. |
Organization | Organization Unit Name, which the corresponding Agent belongs to. |
Profile | Responsibility / Duty Profiles of the corresponding Agent.
|
LUCS State | Shows can the Agent be selected for a task or not. Shows state:
|
Capabilities | Shows which modalities the agent is able to use:
|
Away Reason | Shows the Agent away reason.
|
Not Ready Reason | Shows the reason why the Agent is not selectable at the moment. The following values can be displayed:
|
Not Selectable Reason | Current Agent action that is blocking the corresponding agent from getting service calls |
Last Change | Time duration since the changes (in state, reason, etc.) happened to the Agent. |