Status codes enable contact center supervisors to track how an agent spends their time through a workday. When an agent is logged in to , they accept or reject interactions (if permitted by administrators), takes breaks, works offline, or logs out. As a supervisor, you may want to know reasons for an agent changing the status or rejecting an interaction. statuses, such as On Break and Work Offline, do not point out the specific reasons for status changes by the agent. The status codes associate an agent’s status change with probable reasons, and enable supervisors or managers to track agent work patterns.
Your contact center administrator can create customized status codes in Configuration Manager if the tenant includes the optional status codes feature.
The following table lists agent status changes with examples of corresponding status codes.
|Agent Statuses on Agent Console||Examples of|
As an agent processes interactions and changes their status, Agent Console prompts the agent to select from your list of customized status codes. Agent Console incorporates the available codes into historical reports.
Agents assigned to a status code list are presented with individual status codes in the list when they choose an action associated with codes. The agent must choose a code from the presented list, and only then is allowed to proceed with the action. For example, when an agent who is active changes their status to Work Offline, a list of status codes associated with the action, such as Attend Meeting and Project Work, are presented in a drop-down list on the Control Panel. The agent must choose a status code from the list that describes the reason for the status change before being able to work offline.
Supervisors can track how an agent spends time by generating the following two historical reports:
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