Section 7.2. Agent Assignment (Binding)

7.2. Agent Assignment (Binding)

The agent assignment (binding) defines the properties of an agent within a queue.

Agent Assignment (Binding)

An agent with the authorization level of a Supervisor or Administrator can assign agents to one or more queues, remove agents from queues or move agents between queues. In addition, he or she can define the following properties of agent assignments:

Primary Agent or Overflow Agent

Calls, fax and email are distributed uniformly to primary agents An overflow agent, by contrast, receives a call, fax or email only when a specified number or specified waiting time for them is exceeded.
Enable agent callback

Agent callback enables a caller in the queue to leave a voicemail for agents. As soon as an appropriate agent becomes free, that agent receives a call, hears the voicemail left by the caller, and can then call back that caller.
Skill Level

Skill levels control the distribution of calls, fax and email to agents. Agents with higher skill levels are given precedence in the distribution. In cases where all agents have the same skill level, the longest idle agent receives the next call, fax or email.
Work time

Duration of the default work time in seconds. The work time enables agents to finish any administrative tasks that may be required after completing a call or reading a fax or email before they receive the next call, fax or email.
Overflow after calls in queue

Calls, fax and email that exceed this maximum number are received by an overflow agent.
Overflow after seconds in queue

Calls, fax and email that exceed this waiting period are received by an overflow agent.

The Agent Binding List area shows which agents are assigned to which queues. You can optionally select whether these assignments should be displayed for all queues or for certain queues only.

Agent Status

In the Agent Binding List area, the symbol for an agent provides information on his or her status.

Symbol	Status	Available for calls, fax and email
	Logged in, primary agent The agent is logged into the queues and is a primary agent in this queue. Such agents can select and log in from any free phone to accept Contact Center calls.	X
	Logged in, overflow agent The agent is logged into the queues and is an overflow agent in this queue. Such agents can select and log in from any free phone to accept Contact Center calls.	X
	Logged out, primary agent The agent is not logged into the queues. In order to be available for calls, fax and email, he or she must first log into the queues.	–
	Logged out, overflow agent The agent is not logged into the queues. In order to be available for calls, fax and email, he or she must first log into the queues.	–
	Inbound call (before the phone rings)	–
	Phone is ringing	–
	Agent is calling	–
	Agent is on the phone	–
	Post-processing after a call, fax or email After completing a call or reading a fax or email, the agent still has the associated screen pop open. In order to be available for calls, fax and email again, the agent must close the screen pop.	–
	Overdue after call, fax or email After completing a call or reading a fax or email, the agent has left the associated screen pop open for too long. In order to be available for calls, fax and email again, the agent must close the screen pop. The overdue time starts after the agent has closed the Pop Up and the screenpop time is expired.	–
	Work time, with indication or remaining time (in seconds) On ending a call (fax or email) and closing the associated screen pop, the agent is automatically in the default work time. On completion of the work time, the agent is automatically in placed the available state. The agent can optionally extend the work time, more than once if needed. In order to be available for new calls, fax and email, he or she must first terminate the ongoing work time or wait for it to expire.	–
	On a break, with indication of time of return The agent specifies the type and scheduled duration at the start of the break. In order to be available for calls fax and email again, he or she must end the current break.	–
	Overdue after break The agent has not completed his or her break although the scheduled break time has expired. In order to be available for calls fax and email again, he or she must end the current break.	–
	Not for permanently available agents: Missed call, fax or email The agent has not accepted a call, fax or email. The Missed Call screen pop appears with the message: `You have missed a call. To continue receiving calls, click the button below`. In order to be available for calls, fax and email again, the agent must click on Receive Calls screen pop.	–

An agent with the Supervisor or Administrator authorization level can change the status of an agent. This requires the relevant agent to have already started myAgent.

For example, if an agent has not accepted a call, fax or email, he or she is assigned the not available status. Agents with the authorization level of a Supervisor or Administrator can change this status to make the agent available again for calls, fax and email.

In addition, an agent can be logged into a queue or logged out of it.

INFO:

Whenever a logged in agent changes his or her presence status in myPortal for Desktop, myPortal for Outlook, and myPortal @Work, that agent is automatically logged out from the queue.

OpenScape Business V3, myAgent, User Guide, Issue 15, ID: P31003P3030U125017619

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