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AVAILABLE STATE
AFTER-CALL-WORK
STATE
All agents are automatically placed in the logged out state when you stop
managing calls with one shift configuration and begin managing calls with
another. Individual agents are automatically placed in the logged out state in
the following instances as well:
● When you add, move, or replace an agent
● When an agent has been in the after-call-work state for longer than the
Agent Logout exception threshold, if you have specified one
● When an agent refuses a call
You can use the Auto Intercom feature to tell agents when they are being
moved to new splits and to let them know they should make themselves
available for calls after you have moved them.
Agents can place themselves in the logged out state when they are not
available for CMS calls and not doing work associated with CMS. Agents are
logged out when the lights next to Available and ACW are off. This signals
the system that the agent is not available for CMS calls. When the agent is
available for CMS calls again, he or she can touch Available and the light
next to that button goes on.
When agents no longer need to be in the after-call-work or logged out state
and are available again for CMS calls, they can announce their availability by
turning on the light next to Available. When agents are not available for
CMS calls, they can do one of the following:
● If they want to enter the logged out state, they can turn off the light next
to the Available button by touching Available.
● If they want to enter the after-call work state, they simply turn on the
light next to the ACW button by touching ACW. The light next to
Available automatically turns off.
An agent can announce unavailability when he or she is finishing paperwork
connected with the previous CMS call by turning on the light next to ACW.
● When the agent has completed the after-call-work and is available for
CMS calls again, he or she should touch Available so that the light next to
that button goes on.
If the light next to ACW is on, the light next to that
button goes off when the agent touches Available,
● If agents want to enter the logged out state, they can turn off the light
next to the ACW button by touching ACW.
Making Agents Available for CMS Calls
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