Agent state and statistics (DESKTOP)
- Time in Ringing – Displays when an employee has ACD interactions ringing in the Inbox
- Time in ACD – Displays when an employee has placed ACD interactions in reply mode
- Time in ACD Hold – Displays when an employee has placed ACD interactions on hold
- Time in Non ACD – Displays when an employee is handling Non ACD interactions
- Time in Non ACD Hold – Displays when an employee has placed Non ACD interactions on hold
- Time in Outbound – Displays when an employee has placed an outgoing call
- Time in Work Timer – Displays after the employee has handled an interaction, provided none of the employee’s agents are in an ACD, Non ACD, Outbound, Make Busy, or Do Not Disturb state
- Time in Do Not Disturb – Displays when the employee is in a Do Not Disturb state
- Time in Make Busy – Displays when an employee is in a Make Busy state
- Time Logged in Not Present – Displays when an employee is not present in any of their agent groups
- Time in Reseize Timer – Displays when an call fails to route to an employee
- Time in Idle – Displays when an employee does not have contacts in the Inbox
- Time in Idle – Displays when the employee does not have contacts in the Inbox
- Time in Idle – Displays when the employee does not have interactions in the Inbox
Note:
For Voice, Available includes agents whose devices are off hook or who have Non ACD calls ringing. These agents will not be offered ACD calls.
An overriding state is a state that supersedes other states. States higher in the list override the states appearing lower in the list. Note that all of the employee’s agents are considered when the system calculates overriding state.
The oldest length for a state supersedes other times for the same state if an agent is handling multiple interactions. For example, if an employee had two emails in ACD, the displayed value in the status bar would be the time of the oldest email. When the oldest email is completed, the displayed value in the status bar would switch to the other email’s Time in ACD.
You can display agent handling statistics by clicking the ^ button on the right-hand side of the Status bar. Ignite’s Status bar also contains statistics on agent performance as it relates to handling multimedia interactions. See the Multimedia Contact Center Installation and Deployment Guide for more information.
The Status bar is only visible to employees with associated voice, email, chat, SMS, or open media agents.