The 'Agent States' widget shows IM presence states of Agents to supervisors in order to provide the information of the contact center state.
The widget has the following controls:
Agent IM picture.
IM Presence State icons
States / Set State
Shows the IM state of that Agent. The following relations of the color and IM 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
Stratus Agent State
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 IM 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).
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.