Agent State (Queue) - Avaya IP Office User Manual

3.2 Agent State (Queue)

Agent State (Queue)
· This statistic is only available for agents.
· It shows the current state of each agent in the selected queue.
· The related statistic Agent State (Queue) Time
state.
· Possible agent states include:
State Meaning
Available Logged in but not on a call.
Ringing Alerting with a queue call.
Ring Alt-Queue Alerting with a call for another
queue of which they are a member
or that has overflowed.
Ring Non-Queue Alerting with a non-queue call.
Present Logged in but not enabled for this
queue.
Holding With a call on hold.
Additional Information
Statistic can include additional information, indicated by a
the addition information. This type of information is updated approximately every 5 seconds.
Information
Number
Internal or External
Inbound or Outbound
Busy NA Reason
Settings
This statistic has no customizable settings.
CCR 1.0 User Guide
IP Office
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can be used to show how long each agent has been in their current
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Shown for:
Displayed for ringing, busy and hold states.
Displayed for the Busy NA state. The individual reasons are configured by the IP Office
phone system maintainer. A reason is selected by the agent when going they go into
Busy NA state.
State Meaning
Logged Out The agent has logged out.
Busy On a call presented to the queue.
Busy Alt-Queue On a call from another queue of which
they are a member or that has
overflowed.
Busy Non-Queue On a
ACW In the After Call Work state.
Busy NA In Busy Not Available state.
red corner icon. Place your cursor over the
Statistics: Available Statistics
direct call or a picked up call.
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icon to display
15-601130 Issue 1k (22 May 2009)
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