Summary of Status Codes and Optional Reason Codes

If your contact center has purchased the optional 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. feature, then the AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. SupervisorAn agent with the supplementary privileges required to create FAQ categories and answers, monitor agent interactions in progress, listen to recordings of previous interactions, and create reports for the agents groups they supervise. Console includes a default set of status codes in historical reports, but does not list the codes in the Configuration Manager Status Codes page.

The default codes enable Agent Supervisor Console historical reports to completely report an Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. session, including unexpected interruptions to that session caused by external events such as network interruptions.

Table 9lists the default status codes and optional reason codes that appear in Agent Supervisor Console historical reports.

Table 9: Status codes and optional reason Codes

Status code Reason Code, Text description

Available

 

Agent is available to accept new interactions from all assigned queues.

Busy

 

Agent is processing an interaction.

Logged In

 

Agent performed log in to Agent Console.

Logged Out

 

Agent performed log out from Agent Console.

Logged Out

JabConnClosed

Agent's Jabber chat connection was forcibly closed.

The Agent Console logged the agent out.

Logged Out

MaintenanceMode

The Agent Console logged the agent out because the Agent Console was placed into maintenance mode.

Logged Out

OperationDashboard

The operations team used the Operation's Dashboard to forcibly log the agent out of the Agent Console.

Logged Out

SessionTimedOut

Agent's JCM session Timed Out by JCM.

The Agent Console logged the agent out.

On Break

 

Agent clicked Take Break.

On Break

AgentRelogin,
Agent Relogin

Agent was forcibly disconnected from the then logged back in.

The agent responded by logging back in, and the Agent Console restored the agent status to its stated before the disconnection.

On Break

InteractionTimedOut,
Interaction Timed Out

Agent failed to accept an incoming interaction before the interaction's acceptance interval countdown timer reached zero.

After the acceptance interval countdown timer reached zero, the Agent Console set the agent's status to On Break.

Post Processing

 

Agent completed a transaction and the changed the agent's status to Post Processing and started the post-processing countdown timer.

For example, the agent ended a phone or chat interaction, or deferred completion of an email interaction by clicking Save As Draft.

Reject Interaction

CallIgnored,
CallIgnoredFromPhone

Agent performed one of the following:

  • Pressed the Ignore button on the agent's eyeBeam phone.
  • Specified a bad agent phone number in the My Profile tab, Phone Number or SIP Phone URI text entry areas.

Work Offline

 

Agent clicked Working Offline.

Work Offline

AgentRelogin,
Agent Relogin

For agent status of Work Offline with reason code Agent Relogin, the Agent connection to the Agent Console was forcibly disconnected

The agent responded by logging back in, and the Agent Console reinstated agent status at the time the disconnection occurred.

 


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