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Agent State Management

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Agent State Management

 

1 Current Functionality

Agent State Management for Administrators provides the following functionality:

 

  • Log off agents currently connected to the platform
  • Move agents from an available state to a pre-defined unavailable state
  • Move agents from any unavailable state to an available state
  • Move agents between eligibility for Inbound, Outbound, mixed, or Dialout calls, based on the capabilities of the specific agent
  • Extend current agent management interfaces
  • Notification to agents when administrators have made a state change.1

 

See the Limitations section for an important note about this feature.

2 Planned Functionality

No additional functionality is currently planned for this feature.

 

3 Use Cases

There are three primary use cases for Agent State Management for Administrators:

  • Quickly move agents doing non-call related work or secondary dial-out calls into Inbound availability when queues lengthen
  • Directly address work avoidance techniques
  • Fully log agents off whose shifts have ended and who have left

 

4 Limitations

  • When using the Phone Panel, state changes to online availability (e.g. Unavailable to Inbound, Inbound to Dialout) do not provide a statement that an administrator made the state change to an agent. The new state is visible to the agent, but with no notice as to why the change occurred.
  • When using a CTI tool other than the Phone Panel (Desktop API, CRM CTI adapters,) no state changes (e.g. Unavailable to Inbound, Inbound to Dialout) provide statements as to why the change occurred.
    • We are investigating this limitation and may address it in future versions.

See section 11.2 CTI Support for information about support for Agent State Management in Phone Panel, Desktop API, and CRM CTI Adapters.

 

5 Enabling Agent State Management

Agent State Management for Administrators is enabled by Professional Services for the user groups you specify.

 

6 Offline/Unavailable Reasons

Unavailable Reason

When an agent is set Unavailable by an administrator, the system assigns a global Unavailable Reason called “Set Unavailable by Supervisor.”

 

Offline Reason

When an agent is set Offline by an administrator, the system assigns a global "Unavailable Reason" called "Set Offline by Supervisor." Because the agent is offline, this reason will never have an associated duration.

 

7 Agent State Management Features

Accessing Agent State Management for Administrators

After enabling Agent State Management for Administrators in an instance, the first step to utilizing the feature is to open the User Account List page. Agent state is managed per account, directly within the User Account List page.

 

  1. Sign in to the LiveOps platform_name.one.long.

 

Figure 1-1: User Accounts Menu

 

  1.  Select the Routing > Campaigns menu.

 

  1. This will bring up the User Account List page, which lists the accounts the current user has access to.

Figure 1-2: User Accounts List Page

 

  1. If necessary, search for the agent to be considered. The Change Agent State link is now available in the Actions list to the right of the page, as long as the agent is online.

Figure 1-3: User Search

 

The Change Agent State link will not appear for Agents that are Offline.


Agent State Change Selector

The state change selector provides the list of states available for a given agent. This list is specific to the agent; states including Dialout and Unavailable, which are not necessarily available to all agents, are displayed as appropriate.

Figure 1-4: State Selector List

 

Phone Panel Notification Area

This is where, on the Phone Panel, agents are notified about changes to their state.

 

Figure 1-5: Phone Panel Notification Area

 

See the Current Limitations sections for important information about notifications.


Filtering the User List

There are six mechanisms available to filter the User List; the first is likely the one most commonly used when using Agent State Management for Administrators.

 

Figure 1-6: User Filters

 

  1. Search box
    The search box looks through first and last name and username for matches to any term entered. This is frequently used to isolate a single account or group of accounts that share similarities. (For instance, if your usernames are email addresses, it may be possible to use the “@widgetcompany.com” to identify groups of users. In that case, searching for “widget” would result in a list of all users with “widget” in their first or last name, or in their email address.)
  2. Group selection
    The group selection provides a mechanism to show all users in a given group (Supervisors, Admins, Agents, etc.) or to narrow results of other mechanisms.
  3. Usernames box 
    The usernames box provides a mechanism to specify several accounts using a comma separated list. Unlike the search box, entries in this box must match usernames exactly, though searches are not case-sensitive.
  4. Attribute selection and value box 
    This is the most powerful of the four mechanisms, but requires Routing Attributes and values be configured. With Routing Attribute values set, choose an Attribute from the selection, and in the box enter the value to use as the filter. Click outside the box to activate the filter, and the resulting list will show the users that have the provided value for that Attribute.

 

8 Integration Features

CTI Support

Agents "go online" via the Phone Panel or integration with a custom desktop or CRM system. In the context of Agent State Management for Administrators, these mechanisms provide feedback to an agent whose state has been changed.

As noted in the Limitations section, state change notifications are not shown to Agents except in the context of the Phone Panel.


Phone Panel

Phone Panel fully supports Agent State Management.

 

Desktop API

Desktop API fully supports Agent State Management utilizing the WorkTypeChanged event to inform the application of all state changes.

 

Salesforce CTI Adapter (v 3.00.6 and 3.1.8)

Salesforce CTI Adapter does not reflect changes to Agent State, except for a change to Offline.

 

RightNow CTI Adapter

RightNow CTI Adapter reflects changes to Agent States that it supports. (Inbound, Dialout, Offline.) Attempts to make an agent Unavailable will send the agent Offline.

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Last modified
14:19, 11 Sep 2014

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