Vertical Communications TeleVantage 7.5 manual About agents’ personal status and state

About agents’ personal status and state

It is important to distinguish between an agent’s personal status and state.

QPersonal status. Determines whether the agent receives queue calls. An agent's personal status is the same across all queues.

QState. Displays the agent's current activity, for example, whether the agent is currently in a queue call. An agent's state can be different in different queues. For example, if an agent is a member of Queue A and Queue B, and the agent is currently in a call for Queue A, his state would be Active in Queue A and Standby in Queue B.

For a description of agent states, see the Agent State column in the Agents pane table on page C-4.

Monitoring the position of agents in the queue

The Queue Monitor’s Distribution Order column—displayed as in the Agents pane—shows the order in which ready agents are scheduled to receive calls. The agent with a 1 in the column is scheduled to receive the next call, followed by the agent with a 2 in the column, and so on. Unavailable agents do not receive a position number. Unavailable agents include agents who are signed out or in a personal status that makes them unavailable such as Do Not Disturb or Available (Non-Queue).

Note: You can enable or disable the Distribution Order column. See the next section.

The agent with a 1 in the distribution order will not necessarily receive the next call. The distribution order reflects the scheduled order according to the queue’s distribution algorithm, but it does not reflect which agents are currently Ready. A Ready agent might have 5 in the Distribution Order column and yet receive the next call because all other agents are busy at the moment. The agent who will receive the next call is the agent with the lowest distribution order number among Ready agents.

Distribution order numbers for overflow agents follow those for primary agents. For example, if a queue has 10 ready primary agents, the first scheduled overflow agent will display 11 in the Distribution Order column. The distribution order of overflow agents is determined first by tier, and then within each tier by the queue’s distribution algorithm. For more about overflow agents, see the TeleVantage Call Center Administrator’s Guide.

APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-13