Available

This state indicates that you're prepared and can accept contact requests as they come in. After you log in, select this state from the drop-down menu. A represents the available state.

Idle

This state indicates that you've logged in but are not ready to accept any routed requests. A represents the idle state.

Your state is idle when you log in.

Your administrator can configure additional idle state reasons, if applicable. For example, if you need to go offline for a meeting, training, or lunch break, you can change your state to reflect this by selecting that idle reason option from the drop-down list.

In addition to these manually selectable idle reasons, the system may automatically set your state to Idle with specific reasons (Idle Aux Codes) due to various conditions, including non-acceptance of contacts, device issues, or system errors (e.g., 'Invalid_Number' or 'Channel_Failure'). For a comprehensive list of these system-assigned states and the actions you can take, refer to the System-Assigned Agent States and Error Conditions (Idle Aux Codes) section later in this article.

While interacting with a customer, you can select an idle state reason. For example, you can select this option during a chat session with the customer or when responding to an email message. To learn more about which idle state reason to use, contact your supervisor.

Re-route On No Answer (RONA)

This occurs when you don't accept a voice call, chat, email, or social messaging conversation request within the time frame specified by your administrator. When RONA occurs, the contact request is returned to the queue, and the agent status automatically changes from Available to Idle. A represents Idle state with aux code as RONA.

Your administrator configures the maximum time available to accept an incoming request from any channel. If the configured maximum time is lapsed, RONA occurs, and the request is returned to the queue if you don't accept it within the specified time.

When RONA occurs, a popover appears with the following options:

• Go To Idle —When you click this, your state changes to the default idle reason configured by your administrator.

• Go To Available —When you click this, your state changes accordingly. The available state indicates that you are ready to accept and respond to contact requests routed to you.

• Set as Available—When you click this, your status changes to Available, indicating that you are ready to accept and respond to contact requests routed to you.

• Cancel—When you click this, no changes are made to your current state.

System-Assigned Agent States and Error Conditions (Idle Aux Codes)

Beyond the manually selectable 'Available' and administrator-configured 'Idle' states, the system can automatically assign specific 'Idle' states, often referred to as Idle Auxiliary Codes (Aux Codes). These states are crucial for understanding why contacts may not have been delivered to you, including various error conditions, system issues (such as network failures or invalid configurations), or situations where you did not accept a contact. The table below provides a comprehensive list of these system-assigned states, their descriptions, and the immediate actions you can take to manage your availability or address the underlying issue. This section directly addresses scenarios like a Webex Calling outage affecting agent state, ensuring you know what state you're in and what steps to take.

Engaged

The Engaged label indicates that you’re busy and connected with a customer. When you’ve accepted the contact request, the Available state () changes to the Engaged label ().

During your interaction with the customer, if you choose to change to any idle state, the icon of the Engaged label changes from (Engaged in the Available state) to (Engaged in the Idle state).

The connected timer that is linked to the interaction is shown in the interaction control pane rather than the Availability State field. Once the interaction concludes, both the state and the timer become visible.

When you’re engaged in the Available state (), you can continue to receive active requests on other channels, depending on the channel capacity.

State timers

The state timer is displayed in the availability state field, and it tells how long you've been in the current state. These timers are set to run for these instances: available, RONA, and any idle states configured by your administrator.

Idle states

If you're in the idle state and switch to another idle state, the timer displays the time you're in the current idle state and the overall time you were in the idle states. For example, if you're in the idle state for 10 minutes and then take a Lunch Break (configured idle state) for 20 minutes, the timer then displays as 20:00/30:00.

Connected timers

When you accept a request for a phone, chat, email, or social messaging interaction, a timer appears in the task list window next to the request.

Along with the connected timer, the interaction control pane displays another timer dependent on the system's state and how you proceed with your discussion. For example, when you place a call on hold, the timer displays the hold time next to the Consult on Hold condition.

The agent interaction history pane shows the total duration of your connection with the customer, encompassing the time from the start of the contact until the communication concludes. For example, if you engage in a conversation with a customer and consult with another agent before ending the interaction, the connected time accounts for both the duration of your connection with the customer and the time spent consulting with the other agent.