Table of Contents


Overview

Aloware assigns Users an 'Agent Status' based on their actions. These statuses help Aloware to:

  • Know if a User should receive an incoming inbound call

  • Report to Admin on which agents are available

Agent statuses are classified into two types: Manual-defined and System-defined.


Manual-Defined Statuses

Agents can manually set their status to indicate the current action they are taking.


Screenshot of Agent Status

Agents can manually set these. Aloware can also assign these statuses to users based on their Account or User Settings

Offline

  • Aloware automatically sets users Offline on Logout. Meaning when you log in, you'll be in the Offline state.

  • Unable to receive inbound calls; can still make outbound calls

Available

  • Able to receive inbound calls. This is the only state where an agent can receive inbound calls.

Busy

  • Unable to receive inbound calls

  • Agents most likely use this state when don't want to be interrupted while working on a task

  • Designed to allow Agents to let the system know they're still at their desk, but are unable to take an incoming call

šŸ“Note - If an agent declines a call, the system automatically switches their Status to Busy. The agent must manually set themselves to Available when they are ready to take calls again.

On Break

  • Unable to receive inbound calls

  • Designed to allow Agents to let the system know they're physically away from their desk/headset (lunch, etc.)


System-Defined Statuses

Aloware automatically sets users to certain statuses depending on the user'sĀ current call state:

On-Call

  • Unable to receive inbound calls

  • The system recognizes the Agent is on a call

Ringing

  • Unable to receive inbound calls

  • The system detects that the Agent is receiving an inbound call and the phone is ringing.

  • This starts when Agent is first notified of an incoming call, and ends when the user clicks 'Connect' or the Ringing stops. *Call Ringing can be defined for a specific interval in Ring Group Settings.

Wrap-Up

  • Unable to receive inbound calls

  • The system recognizes the Agent begins Call Wrap-up work after a call is finished.

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