Vertical Communications TeleVantage 7.5 manual Agent State

	Agents Pane Information
Agent State	Agent’s current level of availability to take
	calls from this queue. Note than an agent can
	be in different states for different queues at
	the same time. The possible states are:
	Ready. The agent is signed in, and in the
	personal status Available or Available (Queue
	Only), and the phone is on-hook. The agent is
	ready to take a call.
	Active Inbound. The agent is on an inbound
	call from this queue.
	Active Outbound. The agent is on an
	outbound call associated with this queue.
	Wrap-up Inbound. The agent is in the
	wrap-up period immediately following the end
	of an inbound call associated with this queue.
	Wrap-up Outbound. The agent is in the
	wrap-up period immediately following the end
	of an outbound call associated with this
	queue.
	Standby. The agent is On Break, or is in a
	non-queue call (such as a personal call or a
	call from another queue.)
	Signed out. The agent is signed out of this
	queue and so is not taking calls from this
	queue.
	Unavailable. The agent is in a personal status
	other than Available or Available (Queue
	Only), and so is not taking queue calls.
	No answer. The agent did not answer the last
	queue call. The queue does not send calls to
	agents in the No Answer status. TeleVantage
	automatically removes the agent from No
	Answer status after a certain time based on
	what caused the No Answer status.
	Offering. The agent's phone is ringing with a
	call from this queue, but the agent has not
	accepted the call yet.

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-5