Agent states

As an agent you need to understand the various Agent States you can select, and the way the system can change these as you process your tasks.

The agent state alters your availability to process work items.

Break state

In this state the work area has an orange background color. You may:

  • Initiate outbound tasks (voice call, email, webchat) and can pick items from manual queues

  • Switch to another break state (if you have more than one)

  • Switch to Available state, leaving break

  • Use the Lookup mode to browse customer details, conversation history, run scripts, or to initiate outbound tasks

  • Logout

During your work, you may choose from a number of available break states. It is up to your Administrators to configure break states for you.

Default break state

Upon login you will be in the default break state. You should leave break to make yourself available for tasks.

How to leave break

  1. Click your profile menu. A list of options appear below your profile.

  2. Choose Available.

  3. Your agent state changes to Available. The system can now send you tasks to work on.

Tip

You may also click the Start Working button in the center of the work area while on break. Additionally, you can use the profile menu to click the same break state you are in to enter the Available state.

Available state

The Available state allows the system to send you new tasks. It changes the work area to green, and offers a button to quickly launch a new outbound task.

In Available state, you can:

  • Work with new tasks the system sends you, such as voice calls, emails, chats, callbacks, or campaign related work items

  • Start an outbound task such as a voice call, email, webchat

  • Participate in collaboration scenarios other agents initiated (e.g. reach you for consultation, conferencing, or transfer a task to you)

  • Switch to one of the Break states

  • Use the Lookup mode to browse customer details, conversation history, and to run scripts. It can also be used to launch outbound tasks as well.

  • Log out

Busy state

Your agent state automatically changes to Busy when you are working on at least one task.

You will also appear in Busy state if you enter Lookup mode.

In Busy state, you can make the following actions:

  • Return to Available state

  • Work with inbound tasks

    Your administrators configure the number of tasks you can receive per media type, as well as in total. Depending on this, you might receive additional inbound tasks even while you are busy with one (or more).

  • Work on outbound campaign tasks sent by the system

  • Start ad-hoc outbound tasks

  • Request a switch to one of the Break states

  • Use the Lookup mode to browse customer details, conversation history, and to run scripts

  • Request to Log out

Note

While you can request to go to break or to log out, you need to close all of your tasks before you can do any of these.

Busy state with a voice call

You cannot receive or start new calls while in an active call. You can only work with a single voice task at a time.

Pending break state

  • You will be in this state if you requested a break while being Busy.

  • You also appear in pending break state if you were on break when entering Lookup mode and even while engaging with a customer in an ad-hoc outbound task.

Upon closing the task you were busy with, your state will immediately change to Break. The system guarantees you can go from busy to the selected break without a new task interrupting you.

In Pending Break state, you can perform the following actions:

  • Close your tasks and move directly to the selected Break state

  • Start an ad-hoc outbound task

  • Switch to Pending Logout

  • Cancel your Pending Break state

Pending logout state

If you request logout while being busy (have at least one active or After-work task), you will be in Pending Logout state.

You will be logged out when you close your tasks.

In Pending Logout state, you can make the following actions:

  • Close your tasks to Log out

  • Start an ad-hoc outbound task

  • Cancel your Pending Logout state

State changes by Supervisors

Supervisors can alter your agent state. They can move you into one of the available Break states, or put you into Available – they can even log you off.

The Buzzeasy Agent application displays a notification message of any of these events at the top of the web page. Or, in case you were logged out, a post-logout page is displayed with a text explaining the situation.