Note that on the Agent Voice Portal screens, (Duration) presents the amount of time (in H:MM:SS) that the agent has been in their current status.
The status is indicated in text and color, per the following Agent States (in alphabetical order):
|After Call Work (ACW)||Orange||The agent has completed a call and is doing after-call work.|
|Available||White||The agent is currently signed in and available to take calls.|
|Conference||Green||The agent, transfer target and consumer are talking. (Amount of time talking.)|
|Consult||Light Green||The agent is initiating a transfer. (Amount of time to transfer.)|
|Disconnected/Break||Light Purple||The agent is currently on break. This status applies only to agents who are in an enhanced agent group.|
|Launching||Light Green||Used with Preview; the agent is launching a call to the consumer. (Amount of time to launch the call.)|
|No Work||Yellow||The agent is not on a call or doing after-call work. When an agent's status is No Work for more than 30 seconds, the status is shown in yellow.|
|Preview||Aqua||The agent is viewing consumer information prior to launching a call. (Amount of time in preview.)|
|Signed Out/No Session||Grey||The agent is signed out.|
|Talking||Green||The agent is currently speaking to a client.|
|Transfer||Light Green||The agent is transferring a call to another agent.|
|Unavailable/Call Center Closed||Red||The agent is not currently signed in or the call center is closed.|
|Whisper||Light Green||The agent is listening to the whisper prompt for the current client. The client is still in the hold queue.|
This page was last edited on February 2, 2015, at 20:13.