In Premier Edition Cloud, a term used interchangeably with message to refer to an interaction that is screened or classified. Although most interactions that are screened or classified are expected to be email messages, in fact these operations can apply to any interaction that has text somehow associated with it. The text can be the body of the interaction (email or chat, for example) or it can be associated with it more obliquely (as user data, for example).
Real-time text communication that is exchanged between two users through their computers.
Also known as an IxN. A media-specific exchange of information. Interaction types include telephone calls, e-mail exchanges, and instant-message sessions.
In the broad sense, an attempted communication between a customer and a contact center, in either direction. The attempt may be successful or not; it has a media type; it may give rise to other interactions (as when an incoming e-mail gives rise to an automatic acknowledgment); and it may belong to a series of related interactions, known collectively as a thread .
In the narrow sense, a software object that is created by a server and represents an interaction in the broad sense.
After Call Work
Also known as ACW. The state where a device, on behalf of an agent, is no longer involved with an Automatic Call Distributor (ACD) call. While in this state, the agent is performing administrative duties for a previous call (or another media interaction) and cannot receive further calls from the ACD.
See also Ready and Not Ready.
In Premier Edition Cloud, the state where an agent is engaged in a call. This information provides the total number of agents with a certain skill that are currently engaged in a call. This information is used to monitor agent performance or for data used in both real-time and historical reporting.
The state where an agent is logged in to an Automatic Call Distributor (ACD) group, but is not prepared to handle calls that the ACD distributes. While in this state, an agent can receive calls that are not handled by the ACD.
See also Ready and After Call Work.
In Premier Edition Cloud, the state where an agent is logged out of the system. This information is used to monitor agent performance or for data used in both real-time and historical reporting.
Supervisor: How do I Monitor or Change Agent Status?
Monitoring agent status and call status
As a supervisor, you can easily view the call status of your team members at a glance with the Users table:
The Users table lists each of your team members and some basic information about them, such as their role(s) and assigned skills. You can also see their status in the Channel Status column, which uses the following icons:
- Logged Out — User is logged out of the system.
- Ready — User is logged into an Automatic Call Distributor (ACD) group and is ready to handle calls that the ACD distributes. This icon never has text next to it.
- Not Ready — User is logged into an ACD group, but is unable to receive or handle calls that the ACD distributes. This icon can appear with or without text beside it. If there is text beside it, then it is the custom Not Ready reason code.
- In Call — User is in a call. This includes any calls that are put on hold.
- After Call Work — User is logged into an ACD group, but the user is performing administrative duties for a previous call (or other media interaction) and cannot currently receive any calls until they are back in the Ready state. This icon can appear with or without text beside it. If there is text beside it, then it is the custom After Call Work reason code.
Changing agent status
You can change the agent status of your team members for each of the available media channels (Voice, Chat, and Email). This means that you can change an agent's status no matter what media channel that agent is currently using. This allows supervisors to log agents out of channels that they don’t want the agent to be handling. For example, changing the agent status might be needed in the following scenarios:
- An agent is handling chat interactions when the call volume is low, but the call volume changes and the agent needs to handle voice calls. The supervisor can set this agent's chat channel status to Logged Out and set the Voice channel status to Ready.
- An agent left for the day without logging off.
- An agent does not have have access to VCC Agent Desktop, so you must put them in the Ready state to start taking calls.
When changing the agent status for the media channels, the following information applies:
- You can only change the agent status if you are on the appropriate channel tab. For example, if you are viewing the Email channel, you will see and be able to change only the agent status for the Email channel.
- You can only change one channel at a time.
- If an agent is logged into all channels and leaves for the day, you have to log the agent out of each channel, one at a time.
- Chat and email interactions overflow to any agent who is in the Ready status for that channel, regardless of their skill. If an agent doesn’t want to handle any interactions from these other media channels, their status must be set to Logged Off.
- The refresh rate for the agent status is 10 seconds.
- If you edit a reason code in VCC Dashboard while an agent is logged in, the new reason code doesn't appear in the drop-down lists in VCC Agent Desktop until the agent logs out and then logs in again.
This information applies only to voice interactions, but not to chat and email interactions, so this means that you can only change the agent status for your team members who are taking calls. Any of your team members who are assigned to answering chats and emails remain in their original agent status.
You can change the agent status for the Voice channel in the following way:
- from Logged Out to Ready or Not Ready.
- from Ready to Not Ready or Logged Out.
- from Not Ready to Logged Out or Ready.
Click the Voice channel tab, if configured for your contact center. Then click to open up the drop-down menu within the Channel Status column in the Users table to select a different voice status for the agent:
After you do this, both VCC Dashboard and VCC Agent Desktop will display the new status change for this agent.
Email and Chat channels
This information applies only to email and chat, but not to voice interactions. You can change the agent status for the Email and Chat channels in the following way:
- from Ready to Not Ready.
- from Not Ready to Ready.
Click the media channel that you want to change (Email or Chat). The same agent statuses in other channels will not be affected. Then click to open up the drop-down menu within the Channel Status column in the Users table to select a different chat or email status for the agent:
After you do this, both VCC Dashboard and VCC Agent Desktop will display the new chat or email status change for this agent.