Agent statuses

Description

This section contains the information about agent statuses, how to switch them, and how to create and use types of pause in Creatio lookup.

1. Agent statuses

User can change his current state on the status panel (Fig. 1).

Status panel elements:

1 - current status timer

2 - current status indicator

Open

Fig. 1. Status panel

After log in (Fig. 2), 3 statuses are available for an agent:

Open

Fig. 2. Status panel of an agent

After switching to the "Callcenter" status (Fig. 3), the agent is automatically set to state "Waiting" and the system starts a timer for the time the agent stays in this state. The current status indicator shows "Ready".

When the agent is having an active call, the indicator shows the state "Busy".

Fig. 3. Agent in "Callcenter" mode

The "Pause" status can be extended by pause causes (Fig. 4). To do this, the lookup "User status reasons while messaging" is filled out.

Fig. 4. "Pause" status

After switching to the "Pause" status and selecting the cause for the break, the indicator of the current status of the agent displays the value "Pause" (Fig. 5) and the system starts the timer for the time spent in it.

Fig. 5. Agent in "Pause" status

In order for the system to distribute calls from queues, the agent must select the "Callcenter" status. Selecting it will put the agent in the "Waiting" state.

Summary table of operator statuses:

Automatic status "Post-processing"

If post-processing is configured on the Webitel side, then after the call from the queue ends or the chat is closed, the system transfers the operator to the "Post-processing" status (Fig. 6).
"Post-processing" is a pause between calls. The duration of this state is specified in the "Wrap up time" field on the "Timing" detail page of the Team the agent is a member of.

Fig. 6. "Post-processing" state

Automatic status "Missed"

When the agent missed the call, the system forcibly sets him in the "Missed" status (Fig. 7). Calls will not be routed to an agent in this status.

The duration of this state is specified in the "No answer delay time" field on the "Timing" detail page of the Team the agent is a member of.

Fig. 7. "Missed" state

2. Lookup "User status reasons while messaging"

In order to extend the status "Pause" with pause reasons, it is necessary to fill in the "User status reasons while messaging" lookup with the required values.

You need to open the "System Designer" (Fig. 8). 

Fig. 8. Open System designer

In the system designer, find the "System settings" section (Fig. 9), and open the "Lookups" subsection.

Fig. 9. Lookups subsection 

In the section, find the lookup "User status reasons while messaging" (Fig. 10).

Fig. 10. Lookup "User status reasons while messaging"

The directory displays a list of causes for user states (Fig. 11).

Fig. 11. Add a status

By clicking on the "New" button, you can add a new cause for the state (Fig. 12). You need to fill in the values in the "Name" and "Code (displayed in CTI)" fields, as well as select the User status for which the cause is added - "Pause".

Fig. 12. User statuses

Changes made in the lookup will be applied after you log in the system again (Fig. 13).

Fig. 13. Pause reasons