Agent statuses

Agent statuses, also referred to as Aux codes, are used to track time spent on different tasks, make agents available for calls or chats, and are used extensively in Workforce Management reporting. CCAI Platform has default statuses and the ability to create custom statuses to fit a variety of processes and needs.

  • All statuses are available for all agents in your environment with the exception of Special Task, which is only available to Managers.

  • With the exception of Available and In-chat, all default and custom statuses will be considered. "unavailable" states so calls and chats won't be routed to agents while in that status.

  • The Agent Monitoring page shows agent statuses.

  • Default status and changing statuses.

    • The system maintains your last status: when putting the computer to sleep or logging out, in most cases the status you're in will be saved when you come back to your computer or sign in.

    • Admins can set the default status on login in Settings > Operation Management.

    See Auto Answer - Calls for default status setting specifics.

    • Agents can change their status while not on a call or chat, OR

    • When enabled, Agents can have the ability to choose which status to go into after their current call or chat to go on break.

    • Managers and Admins can update Agent's statuses. See Admin or Manager - Updating an Agent's Status for details.

With the exception of Available and In-chat, all default and custom statuses will be considered "unavailable" states and calls or chats won't be routed to agents. If an agent is in In-Chat status and has not reached the max chat threshold, they will be routed new chats until the threshold is met. See Chat Settings for further information regarding maximum chats.

Status name Color Set by Meaning Notes
Available Green System/Agent Calls and chats will be routed to agents
Unavailable Red System/Agent Calls and chats won't be routed to agents
Break Yellow System/Agent Calls and chats won't be routed to agents
Special Task Pink Manager Only Calls and chats won't be routed to agents Agents cannot put themselves in this status, it must be assigned by a manager from the Agents page.
Meal Brown Agent Calls and chats won't be routed to agents
Missed Call Purple System If using Deltacast, this status will show after an agent misses a set amount of calls. When a call gets put into Missed Call status, the agent then has to put themselves back into Available status. See Call Multicast and deltacast for more details.
Missed Chat Grey System If using Deltacast, this status will show after an agent misses a set amount of chats. See Call Multicast and deltacast for more details.
Unresponsive Lime System A system status an agent is put into if our system registers more than x (a configurable number) consecutive skipped calls. This status is indicative of an agent unable to receive calls, due to the hardware, software, networks, or combination of these factors.
Wrap-up Purple System/Agent Calls and chats won't be routed to agents. This status is either system-set based on automatic wrap-up settings, or can be selected manually by the agent. Wrap-up status set manually shows the same in reports as when agents are placed in Wrap-up automatically. To differentiate, we suggest creating a custom status for Wrap up called "Manual Wrap-up" or "Excess Wrap-up" and train agents to use this instead when using the status manually.
Wrap-up Exceeded Light Grey System Calls and chats won't be routed to agents. This status is system-set and cannot be selected by a manager or agent. Once it is on, the transition from wrap-up status to wrap-up exceeded is automatic.
In-call Light Blue System Agents are automatically placed in this status when on a call Agents cannot log out during this status
In-chat Indigo System Agents are automatically placed in this status when in a chat Agents cannot log out during this status
Offline Grey System/Agent When an agent logs out or the Timeout limit is met, an agent will be considered offline

Agent status configuration

This section shows you how to configure and manage agents statuses.

Create a custom agent status

You can create a custom agent status if the default and system statuses don't meet your needs. Custom agent statuses are designated Unavailable. That is, agents that are in one of your custom statuses won't receive calls or chats.

To create a custom agent status, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
  2. Go to the Agent Status pane, and then click View agent status list. The Agent Status list appears.
  3. Click Add Status. The Add Agent Status dialog appears.
  4. In the Status name field, enter a name for your custom agent status. This name appears in the Agent Status list.
  5. Click the Status color field. A list of colors appears.
  6. Click a color. The color appears next to your status name in the Agent Status list.
  7. To prevent users from selecting this agent status, do the following:
    1. Under Status access, click Restrict agent status.
    2. Do one of the following:
      • To prevent all users (regardless of their roles) from selecting this agent status, click To all roles.
      • To prevent users with specific roles from selecting this agent status, do the following:
        1. Click To specific roles.
        2. Click the List of restricted roles is required field. A list of available roles appears.
        3. Click a role that you want to prevent from selecting this agent status. The role appears in the field.
        4. To add additional roles, repeat these steps.
  8. If you want calls to break through to an agent in this status, click Allow calls to breakthrough this agent status. For more information, see Agent status breakthrough.
  9. To add translations, follow these steps:
    1. Click Add Translation. The Add a translation dialog appears.

    2. Click the Language field. A list of languages appears. Languages for which you already have a translation are not in this list.
    3. Click a language for which you want to add a translation.
    4. In the Translation field, enter your translation, and then click Add. Your new translation appears in the table under Translations.
    5. To add another translation, click Add Translation and repeat these steps.
  10. Click Add.

Edit a custom agent status

To edit a custom agent status, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.

  2. Go to the Agent Status pane, and then click View agent status list. The Agent Status list appears.

  3. For the agent status that you want edit, click More, and then click Edit agent status.

  4. Make your edits, and then click Save.

Agent status on login

  1. Go to Settings > Operation Management.

  2. Navigate to the Agent Status section.

  3. Select one option:

    Same status before logout: assigns the last status of that specific agent before the last logout.

    Specific status: select from the list of available statuses to always assign the same status at login.

  4. Click Set Agent Status.

Allow agents to set their next status while on a call or chat

By default, the status selector is only available to agents when not in In-call or In-chat status. When the Set agent status option is enabled, the agent is presented with a menu to change their "next status" so that once they are off their current call/chats, they won't be placed into Available.

  1. Go to Settings > Operation Management.

  2. Navigate to the Agent Status section.

  3. Mark the checkbox to enable.

  4. Click Set Agent Status.

Enable transfers to all logged in agents

When this setting is enabled, agents can transfer a call or chat to another agent, regardless of their current status. This is useful for escalations and allowing consumers to work with the same agent without having to call back when they are busy.

  1. Go to Settings > Operation Management.

  2. Navigate to the Agent Status section.

  3. Mark the checkbox to enable call or chat transfers to all logged in agents.

  4. Click Set Agent Status.

Agent experience

The agent experience for status at login

Agent status in reporting

For a summary of time spent in each status, pull the Agent Activity Summary Report (Reports > Agent & Team > Agent Activity - Summary Report).

For a detailed timeline view of when and for how long an agent was in each status, as well as other detailed actions, pull the Agent Activity Timeline Report (Reports > Agent & Team > Agent Activity -Timeline Report).

Agent status names appear in English (US) in reports.

Agent status translation

CCAI Platform translates default and system agent statuses into a specific set of languages. The agent adapter displays these agent statuses according to the location that is assigned to the agent. If an agent isn't assigned a location, agent statuses appears in English (US).

Custom agent status translation

When you create custom agent statuses, you can provide your own translations for them in any of the languages that CCAI Platform supports. You can provide translations for only the languages that you need. If there isn't an agent status translation available for the location assigned to an agent, the status appears in English (US) in the agent adapter.

You can only add translations for custom agent statuses. Default and system statuses are translated by default and these translations are not editable.

View translations for default and system agent statuses

You can view the translations that are available for default and system agent statuses. These translations are not editable.

To view translations for default and system agent statuses, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.

  2. Go to the Agent Status pane, and then click View agent status list. The Agent Status list appears.

  3. For any default or system agent status, click More, and then Edit agent status. Under Translations, a table appears that shows the agent status translations for each available language.

Create a custom agent status with translations

To create a custom agent status with translations, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.
  2. Go to the Agent Status pane, and then click View agent status list. The Agent Status list appears.
  3. Click Add Status. The Add Agent Status dialog appears.
  4. In the Status name field, enter a name for your custom agent status. This name appears in the Agent Status list.
  5. Click the Status color field. A list of colors appears.
  6. Click a color. The color appears next to your status name in the Agent Status list.
  7. To prevent users from selecting this agent status, do the following:
    1. Under Status access, click Restrict agent status.
    2. Do one of the following:
      • To prevent all users (regardless of their roles) from selecting this agent status, click To all roles.
      • To prevent users with specific roles from selecting this agent status, do the following:
        1. Click To specific roles.
        2. Click the List of restricted roles is required field. A list of available roles appears.
        3. Click a role that you want to prevent from selecting this agent status. The role appears in the field.
        4. To add additional roles, repeat these steps.
  8. If you want calls to break through to an agent in this status, click Allow calls to breakthrough this agent status. For more information, see Agent status breakthrough.
  9. To add translations, follow these steps:
    1. Click Add Translation. The Add a translation dialog appears.

    2. Click the Language field. A list of languages appears. Languages for which you already have a translation are not in this list.
    3. Click a language for which you want to add a translation.
    4. In the Translation field, enter your translation, and then click Add. Your new translation appears in the table under Translations.
    5. To add another translation, click Add Translation and repeat these steps.
  10. Click Add.

Add translations to an existing custom agent status

To add translations to an existing custom agent status, follow these steps:

  1. In the CCAI Platform portal, click Settings > Operation Management. If you don't see the Settings menu, click Menu.

  2. Go to the Agent Status pane, and then click View agent status list. The Agent Status list appears.

  3. For the custom agent status that you want to edit, click More, and then click Edit agent status.

  4. To add translations, follow these steps:
    1. Click Add Translation. The Add a translation dialog appears.

    2. Click the Language field. A list of languages appears. Languages for which you already have a translation are not in this list.
    3. Click a language for which you want to add a translation.
    4. In the Translation field, enter your translation, and then click Add. Your new translation appears in the table under Translations.
    5. To add another translation, click Add Translation and repeat these steps.

  5. Click Save.

Agent status breakthrough

Agent status breakthrough allows incoming calls to be routed to agents even when they are in a specific status, such as Unavailable`. This feature provides greater flexibility in managing call routing and agent availability.

Statuses that you can breakthrough

Default statuses:

  • Unavailable
  • Break
  • Special task
  • Meal
  • Wrap-up

System:

  • Missed Call
  • Missed Chat
  • In-chat
  • Wrap-up Exceeded (if enabled)

Custom:

  • Any custom status.

Enable agent status breakthrough

  1. Go to Settings > Operation Management > Agent Status > Agent Status Breakthrough.

  2. Check the checkbox Allow incoming calls to be routed to agents while on breakthrough status.

  3. Click Save.

Set an agent status as breakthrough

  1. In Settings > Operations Management > Agent Status, click View Agent Status List.

  2. Go to the chosen status and select the pencil icon to edit it.

  3. In the pop up window, under Breakthrough Status, check the Allow calls to breakthrough the agent status checkbox.

  4. Select Okay.

Select a queue for breakthrough

  1. Go to Settings > Queue and select the chosen queue.

  2. In the side panel queue level menu settings, go to Agent Status Breakthrough.

  3. Select Configure.

  4. Toggle the switch to On to enable agent breakthrough status.

Configure breakthrough for certain DAPs

  1. In the queue level Agent Breakthrough Status settings, check the Allow calls to breakthrough agent status only when received through certain DAPs checkbox. When checked, a Select DAP drop-down is available.

  2. Select your chosen DAP.

  3. Click Add DAP.

  4. Click Save.

Agent experience: Breakthrough status

After the status is set, the call announcement will be available to the agent in the Agent Adapter. For example, the Unavailable status can be configured to allow calls to breakthrough the Unavailable agent status.

Wrap-up exceeded status

Wrap-up Exceeded is a system-set status that lets you transition agents into a Wrap-up Exceeded Status once they have gone beyond a wrap-up threshold time and have cleared all ongoing sessions. When an agents transitions to Wrap-up Exceeded status, an agent-level notification appears:

agent wrap-up exceeded notification

For more information, see Agent Statuses.

Enable Wrap-up Exceeded

  1. In the CCAI Platform portal, go to Settings Operation Management > Wrap-up.

  2. Turn on the Wrap-up Exceeded status.

Agent Status Transition Examples

The following are common scenarios from the agent's perspective demonstrating how the Wrap-up Exceeded status transitions based on the adapter activity.

The Wrap-up Exceeded status is impacted by the following configuration considerations:

  • The Wrap-up Exceeded status functions as a single configuration for calls and chats. Once enabled, agents can transition to Wrap-up Exceeded after a call or chat session.

  • Once the agent exceeds wrap-up time on a communication, and have cleared all ongoing sessions, they transition into Wrap-up Exceeded status. While in this status, or when Wrap-up Exceeded is their next status, the agent cannot receive new communication and won't be able to manually change their next status. However, the agent is not taken away from the wrap-up screen and still can enter disposition codes/ notes. See Scenarios 2 and 3 for examples.

  • Once the agent is in Wrap-up Exceeded status and is not handling any calls or chats, they can switch to their next status and still can enter disposition codes/notes, depending on configuration.

Scenario 1: Call Adapter is Active / Chat Adapter is off

  1. An active call ends and goes to the wrap-up screen.

  2. The agent status moves from In-call to Wrap-up.

  3. The agent exceeds the wrap-up time.

  4. The agent is moved to Wrap-up Exceeded status, where the agent can still work on the wrap-up screen.

  5. The agent completes the wrap-up work in the notes and disposition screen, then clicks Save.

  6. The agent stays in the Wrap-up Exceeded status and the wrap-up screen closes.

  7. The agent selects a new status.

  8. The agent successfully moves to the newly selected status.

Scenario 2: Call Adapter is off / Chat Adapter is active

  1. There are two active chats: one chat ends and goes to the wrap-up screen (Chat A), and the second chat (Chat B) is still ongoing.

  2. The agent status stays in In-chat status (Chat A wrap-up is in progress, Chat B is in progress).

  3. The agent exceeds wrap-up time on Chat A.

  4. A Wrap-up Exceeded banner displays on the call and agent adapter since Chat A Wrap-up exceeded and Chat B is in progress. This alerts the agent that the next status is Wrap-up Exceeded.

  5. The agent stays in In-chat status (the agent is still working on Chat B). The agent still can work on the wrap-up screen of Chat A.

  6. The agent finishes Chat B and goes to wrap-up for Chat B.

  7. The agent stays in the In-chat status.

  8. The agent exceeds the wrap-up time on Chat B.

  9. The agent is moved to the Wrap-up Exceeded status, where the agent can still work on the wrap-up for both chats (A and B). The agent still can't move into a new status while they are working on the wrap-up.

  10. The agent completes the wrap-up work and clicks Save & Close on both chats.

  11. The agent stays in Wrap-up Exceeded status (no communications are active or in wrap-up state).

  12. The agent chooses a new status.

  13. The agent successfully moves to the newly selected status.

Scenario 3: Call Adapter is active / Chat Adapter is active

  1. There is an active call and an active chat. The agent finishes the call, and the chat is still in progress (active).

  2. The agent status changes from In-call to Wrap-up status.

  3. The agent exceeds call wrap-up time.

  4. The agent stays in Wrap-up status because there is still an active chat in progress.

    A Wrap-up Exceeded banner displays on the call and agent adapter, which alerts the agent that the next status is Wrap-up Exceeded.

  5. The agent finishes call wrap-up and clicks Save on the wrap-up screen.

  6. The agent moves from Wrap-up status to In-chat status, because there is still an active chat in progress.

  7. The agent finishes the chat wrap-up in the chat allotted wrap-up time.

  8. The agent moves from In-chat status to Wrap-up Exceeded status since the prior call wrap-up time was exceeded.

  9. The agent chooses a new status.

  10. The agent successfully moves to the newly selected status.

Reporting

Wrap-up Exceeded can be found in the following standard reports:

Agents & Teams

  • Interactions Summary by Agent Report

    • Wrap-up Exceeded: (Count) The total number of times the agent goes into Wrap-up Exceeded status.

  • Agent Activity Summary Report

    • Total Exceeded Wrap-up (Calls/Chats) - The total time the agent(s) was in Wrap-up Exceeded status. This is calculated as the time from when the wrap-up timer elapses to when the agent submits the wrap-up.

  • Individual Call or Chat History Report

    • Wrap-up Exceeded: Indicates whether a wrap-up exceeded status occurred. This formats as a True or False.

  • Activity Timeline Report

    • Wrap-up Exceeded appears as a status under Activity log.