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APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-5
Agent State Agent’s current level of availability to take
calls from this queue. Note than an agent can
be in different states for different queues at
the same time. The possible states are:
Ready. The agent is signed in, and in the
personal status Available or Available (Queue
Only), and the phone is on-hook. The agent is
ready to take a call.
Active Inbound. The agent is on an inbound
call from this queue.
Active Outbound. The agent is on an
outbound call associated with this queue.
Wrap-up Inbound. The agent is in the
wrap-up period immediately following the end
of an inbound call associated with this queue.
Wrap-up Outbound. The agent is in the
wrap-up period immediately following the end
of an outbound call associated with this
queue.
Standby. The agent is On Break, or is in a
non-queue call (such as a personal call or a
call from another queue.)
Signed out.
The agent is signed out of this
queue and so is not taking calls from this
queue.
Unavailable. The agent is in a personal status
other than Available or Available (Queue
Only), and so is not taking queue calls.
No answer. The agent did not answer the last
queue call. The queue does not send calls to
agents in the No Answer status. Strata CS
automatically removes the agent from No
Answer status after a certain time based on
what caused the No Answer status.
Offering. The agent's phone is ringing with a
call from this queue, but the agent has not
accepted the call yet.
Agents Pane Information