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:
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:
The first Name of the corresponding Agent.
The last Name of the corresponding Agent.
Organization Unit Name, which the corresponding Agent belongs to.
Responsibility / Duty Profiles of the corresponding Agent.
The profile can be changed by supervisors → See Agent Profile Management
Shows can the Agent be selected for a task or not. Shows state:
An Agent is NotSelectable in case if any one of the following conditions are met:
Shows which modalities the agent is able to use:
Upon clicking the icons, the system opens SfB conversation window of the corresponding Agent, allowing you direct interaction.
Shows the Agent away reason.
A default and additional admin-defined reasons are pulled from WebConfigurator (Agents->Reason Types).
Each Service (Organization unit) can have individual reason types specified.
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
Time duration since the changes (in state, reason, etc.) happened to the Agent.