Agent Status Definitions
• Offline
The agent is disconnected from the system and not available to receive calls.
• Available
The agent is idle and ready to receive a new call. No active line is in place.
• Follow Up
The agent is completing post-call actions or notes in preparation for the next interaction.
• Paused
The agent is temporarily unavailable, typically due to a break or non-call-related task.
• Customer Support
The agent can only receive calls through their assigned personal number. They wait for customers to call them back.
📌 Note: Re-entering AVAILABLE after changing statuses will reset the agent’s wait time in the queue.
Available vs. Ready: Key Differences
• Available
Indicates the agent is waiting for the next call. No call connection exists yet between the system and the agent.
• Ready
The system has already opened a line to the agent, typically after a customer disconnects before connection. The line remains active, allowing the agent to receive the next call instantly without re-establishing a connection.
📌 Why it Matters:
The Ready state improves speed and efficiency in high-volume environments but can also reveal issues like network latency if triggered frequently.
Best Practice
Frequent entries into Ready may signal poor connectivity or system lag. Monitor patterns and address performance concerns proactively to maintain optimal call flow.