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About Agent Status Keys
AGENT STATUS keys allow you to monitor the current status of individual
agents. You will only have agent status keys programmed on your telephone if
you supervise one agent group. If you supervise more than one agent group, you
access agent status information from a QUEUE STATUS key using the AGENT
softkey (see "Scrolling through Reports" in the previous section).
Agent Status at a Glance
The indicator beside an AGENT STATUS key shows the current status of the
agent. Refer to Table 5 in the Reports and Indicators section for information on
how to interpret the agent status indicator flash rates.
Displaying an Agent’s Status
The AGENT STATUS key allows you to display an agent’s current status. To
display information about an Agent's status:
1. Press an AGENT STATUS key.
The agent’s identification number, name, and status appears in the
display. An agent can be in any one of the following states:
LOGGED OUT - agent is logged out
NO CALLS WAITING - agent is waiting for an ACD call
ON ACD CALL - agent is on an ACD call.
AFTER-CALL WORK - agent is completing work from an ACD call (work timer)
NON-ACD CALL OR IN DND - agent is on a non-ACD call
ACD CALL ON HOLD - agent has an ACD call on hold
MAKE BUSY - agent’s telephone is in make busy state
2. Press the Next Agent or Prev Agent softkey to display the status of
other agents in your group.
3. Press SUPERKEY to exit.