Employee and Agent state indicators

The following icons display in agent or employee monitors and indicate the current agent/employee state and media type with which they are engaged. You can choose to display the icons as shown in the following tables or select the Classic view (Contact Center Client tab > Options > Real-time icons).

Note:

If Contact Center Client becomes disconnected from the server, upon re-connection agent states will be automatically synchronized with the server.

The following table displays Employee state icons and their meanings.

The following table displays Agent state icons and their meanings.

Table 1. Employee states
Term	Icon	Meaning
Ringing		An ACD interaction ringing on the employee, waiting to be handled
ACD		An employee handling an ACD interaction
ACD Hold		An employee who has placed an ACD interaction on hold
Idle		An employee logged on and waiting to receive an interaction
Non ACD		An employee involved in an incoming Non ACD interaction or employee-originated voice interaction
Non ACD Hold		An employee who has placed a Non ACD voice interaction on hold
Outbound		An employee on an outgoing voice interaction
Outbound Hold		An employee who has placed an outgoing voice interaction on hold
Do Not Disturb		An employee who has activated Do Not Disturb and is not available to receive any ACD or Non ACD interactions
Make Busy		An employee who is not available to receive ACD interactions but can receive transferred interactions and voice interactions dialed directly to the employee This icon also displays when an employee’s external hot desk agent is in the Reseize Timer state
System Make Busy		An employee that the system has put into a state where they cannot receive ACD contacts. For example, if an employee is offered a communication and does not answer, they will be put into System Make Busy for a predetermined length of time. An employee that the system has put into a state where they cannot receive ACD contacts. For example, if an employee is offered a communication and does not answer, they will be put into System Make Busy for a predetermined length of time. When agents refuse a voice contact, agents are placed in Reseize Timer state instead of System Make Busy
Work Timer		An employee who is completing post-contact work, such as paperwork, and is unavailable to receive interactions of that media type
Logged Off		An employee not currently logged in to any queue
Logged In Not Present		An employee logged in but not present in any of their agent groups, and employees not present in a media type across all groups
Unavailable		An employee who has not generated any activity since Mi Contact Center Business was started

Table 2. Agent states
Term	Email	Chat	SMS	Meaning
Ringing				An ACD interaction ringing on an agent, waiting to be handled
ACD				An agent handling an ACD interaction
ACD Hold				An agent who has placed an ACD interaction on hold
Idle				An agent logged on and waiting to receive an interaction
Non ACD	-	-	-	An agent involved in an incoming Non ACD interaction or agent-originated voice interaction
Non ACD Hold	-	-	-	An agent who has placed a Non ACD voice interaction on hold
Outbound	-	-	-	An agent on an outgoing voice interaction
Outbound Hold	-	-	-	An agent who has placed an outgoing voice interaction on hold
Do Not Disturb				An agent who has activated Do Not Disturb and is not available to receive any ACD or Non ACD interactions
Make Busy				An agent who is not available to receive ACD interactions but can receive transferred interactions and voice interactions dialed directly to the agent This icon also displays when an external hot desk agent is in the Reseize Timer state
System Make Busy				If an agent is a multimedia agent and is logged on to two or more media servers simultaneously, the system sends the agent only one incoming communication at a time. For example, when the agent answers a voice interaction, the system places the agent ID(s) for the other media server types in System Make Busy An agent put into Make Busy by the system, for example for declining a multimedia interaction When agents refuse a voice contact, agents are placed in Reseize Timer state instead of System Make Busy state.
Work Timer				An agent who is completing post-contact work, such as paperwork, and is unavailable to receive interactions of that media type
Unknown				An agent who has not generated any activity since Mi Contact Center Business was started
Logged Off				An agent not currently logged in to any queue
Logged In Not Present				An agent logged in but not present to any of their agent groups, and agents not present to a media type across all groups

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