You are here: Create Historical Reports > Report on Status Codes

Report on Status Codes

Status codes enable contact center supervisors to track how an agent spends their time through a workday. When an agent is logged in to Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., 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. AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. 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 Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. 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 Status CodesThe Status Codes feature enables agents to supply supplemental information about why they changed their state. Status Codes provide enhanced workforce planning and management. For example, status codes could be created for different categories of breaks such as Break for Lunch, Break for Meeting, and so on.
Take Break
  • Lunch
  • Short Break
  • Restroom
Work Offline
  • Attend Meeting
  • Project Work
  • Training
  • Outbound Call
Logout
  • End of shift
  • PC Reboot
  • Reject Phone
  • Reject Chat
  • Reject Email
  • Working on a Case
  • Technical Issue
  • Not Ready for Interaction
  • Nearing Break Time

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.

See Also

 


Send us your Feedback