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Top Display Line Combinations for Agents
What you see on the top line of the screen depends on what you are doing at the time
(your agent work mode) and whether you are idle or have an active, held, or incoming call.
Top line space is limited, and sometimes it's hard to determine whether you have a pending
call or not.
Use this chart as a guide to possible top line display combinations. In the chart,
ACD=Automatic Call Distribution; ACW=After Call Work; Auto=Auto-in; Aux=Auxiliary
mode; DAC=Direct Agent Call; Man=Manual in; RC=Reason Code #.
1st Field
(Agent
State)
shows
2nd Field (Work
Mode) shows
3rd Field
(DAC
Pending)
shows
4th
Field
(Time
of Day)
shows
What they mean:
Auto or
Man
Avail Time You are ready to receive
DAC or ACD calls.
Auto or
Man
Incoming Time You have a non-ACD, non-
DAC call and, if applicable,
a DAC is pending.
Auto or
Man
Incoming-ACD Time You have an ACD call
coming in and, if applicable,
a DAC is pending..
Auto or
Man
Incoming-DAC Time You have a DAC coming in
and, if applicable, a DAC is
pending.
Auto or
Man
On-ACD Time You are on an ACD call.
Auto or
Man
On-ACD DAC Time A DAC is pending while you
are on an ACD call.
Auto or
Man
On-DAC Time You are on a DAC.
Auto or
Man
On-DAC DAC Time A DAC is pending while you
are on a DAC.
Auto or
Man
Hold Time You have a non-ACD, non-
DAC on hold.
Auto or
Man
Hold DAC Time You have a non-ACD, non-
DAC on hold and a DAC is
pending.
Auto or
Man
On-ACD-Hold Time You have an ACD call on
hold.
Auto or
Man
On-ACD-Hold DAC You have an ACD call on
hold and a DAC is pending.
Auto or
Man
On-DAC-Hold Time You have a DAC on hold.
Auto or
Man
On-DAC-Hold DAC You have a DAC on hold
and a DAC is pending.
Aux or Aux with RC Time You are not available to
receive DAC or ACD calls.
Top Display Line Combinations for Agents
Issue 1 January 2008 7