Agent states
As an agent you must understand the various Agent States you can select, and the way your state changes as you process your tasks.
The agent state you select alters your availability to process work items. The system can also put you to certain states at various different phases of your work.
The following sections help you to understand each state, and when the system can change them.
Break state
In this state, you may:
Initiate outbound tasks (voice call, email) and can pick items from manual queues
Switch to another of the available break states
Switch to Idle state, leaving break
Logout
During your work, you may choose from a number of available break states. It is up to your Administrators to configure the various break states at your workplace.
Default break state
Upon login you will be in the default break state. You should leave break to make yourself available for inbound tasks.
Idle state
Leave break to switch to Idle state and receive new inbound tasks.
In Idle state, you can:
Work with inbound tasks, such as emails, chats, callback, or campaign tasks
Start an outbound task such as a voice call or email
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
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 are initiating an ad-hoc outbound task.
In Busy state, you can make the following actions:
Return to Idle 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).
Start ad-hoc outbound tasks
Request a switch to one of the Break states
Request to Log out
Note
You need to close your tasks before you can go to break or log out.
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 in Busy state.
You also appear in pending break state, if you were on break before starting an ad-hoc outbound task.
When you close your task, your state will immediately change to Break. In this case, the system will make sure you will receive no task between your busy and break states.
In Pending Break state, you can perform the following actions:
Close your tasks and move to Break
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 logout out when you close your tasks.
In Pending Logout state, you can make the following actions:
Close your tasks and move to Logout
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 Idle – 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.