What is Agent Status?

Aloware allows users (agents) to set and display their status depending on what they're doing from the User avatar dropdown menu

Agent Statuses help the admin to:

  • Monitor the number of available agents

  • Act immediately if there are gaps found


What are the types of Agent Statuses?

There are two types of Agent Statuses:

  1. Manual-Defined Statuses

  2. System-Defined Statuses

1. Manual-Defined Statuses

Agents can manually set their status to indicate what action they're currently taking

  • Offline

    • Once the user logs out, Aloware sets the status to Offline

    • Unable to receive inbound calls, but can still make outbound calls

  • Available

    • This is the only status where an agent can receive inbound calls and make outbound calls

  • Busy

    • Unable to receive inbound calls

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

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

  • 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.)

2. System-Defined Statuses

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

On-Call

  • Unable to receive inbound calls

  • The system recognizes the Agent is on a call

Ringing

  • Unable to receive inbound calls

  • The system recognizes 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.


What is Turn Notifications Off and what happens when you enable it?

Enabling the "Turn Notifications Off" feature hides notifications for the following items:

  • In-app

  • Desktop

  • Mobile

  • Email

  • Text Message

Did this answer your question?