Agent Status Explained

There are several different status' that an Agent can be in. Some are appendable by the user (you!), while others are system defined. Below is the list of system defined Agent Status'.

Offline - The agent is currently logged out of the queue

Ready - The agent is logged into the queue and ready to take a call

On-Call - The agent is logged into the queue and on a current call

Cool-Down - The agent is logged into the queue and has just gotten off a call (inactive)

Unavailable -  The agent is logged into the queue and is currently receiving a call

No-Answer - The agent is logged into the queue and missed a call (let it cascade)

Rejected - The agent is logged into the queue and has rejected the call (hit reject)