Agent State Monitoring

Users with the Supervisor role, or the correct required roles and permissions, can manually change an agent’s Presence State, and Work Mode. This can be done in reporting via the Agent State Monitoring page. Agents can be logged out, placed into either outbound or inbound work modes, or have their away reason codes changed remotely by a user who meets the requirements. Supervisors can also review how long agents spend in the wrap-up state for specific interactions.

Required Permissions

In order to use the Agent State Monitoring page to change agent Presence States or Work Modes, you will need:

  • The Supervisor role, or
  • A custom role with the MANAGE_ALL_USERS_DIRECTION, MANAGE_ALL_USER_REASON_LISTS and MANAGE_ALL_USER_STATE permissions.

Channel Identifier Icons

In the Agent State Monitoring page, the Channel column will show by default. This column will display icons for Voice (1), Messaging (2), Email (3), SMS (4), and Work Item (5).

All Channels that an agent is skilled to work are shown in each agent row. The icons will display as gray if the agent does not have a current interaction on that corresponding channel. If the agent does currently have an interaction on that channel, or is being offered work on that channel, the corresponding icon will display as green.

You can also see which agent interactions are in the process of being wrapped up and how long an interaction has been in the wrap-up state. A number below a channel icon in the Wrap-Up State column represents the number of interactions for that channel that are in the final stages of interaction for an agent, while the amount of time the agent has spent in the wrap-up state for a specific interaction is shown in the Time in Wrap-Up column.

Note: You may need to add the Wrap-Up State and Time in Wrap-Up columns to your page. Click on the Columns arrow at the top of the page and check the appropriate boxes in the list.

Changing Agent State

In order to change the agent state:

  1. Navigate to the Agent State Monitoring page.
  2. Find the online agent you want to change. You can scroll through the list of online agents or search their name in the name column.
  3. Navigate to the agent's presence state column.
  4. Click on their current state and select the state you would like to change them to. You can select Away, Ready or Logout.
 

If changing an agent into an Away state, a subsequent dropdown will appear, and you will need to select an away reason code applicable to the agent.

If you change an agent to an Away state who is currently on an active interaction, a warning will appear stating "This agent is in a Busy state. Any active interactions will be disconnected and lost." Press the Cancel button to cancel the action or Confirm to continue.

If an agent changes their Presence State and a Supervisor attempts to make a Presence State change prior to the Agent State Monitoring page reflecting the agent’s change, an error message will display stating “A Presence State change is already in progress for this agent. Please try again.”

Changing Agent Work Mode

In order to change the agent Direction:

  1. Navigate to the Agent State Monitoring page.
  2. Find the online agent you want to change. You can scroll through the list of online agents or search their name in the name column.
  3. Navigate to the agent's Work Mode column.
  4. Select their current Work Mode, and in the subsequent dropdown menu, select Inbound, Outbound or DND, depending on the desired Work Mode for the agent.

Bulk Actions

A Supervisor can change multiple agent's Work Modes, or States. To do this:

  1. Select the check box to the left of the agents you would like to change. A new Bulk Actions window will appear on the right of your screen. This will also show Bulk Actions: <Number of agents> Selected.
  2. You can then select Change Work Mode, or Change State depending on the desired Bulk Action.
  3. You can then select the Work Mode or State you would like to change the multiple agents to.
 

If you are changing multiple agents to an Away state, a warning message will appear stating "This will change the current state to “Offline” for all selected agents." Press the Cancel button to cancel the action or Confirm to continue.

If you are changing multiple agents to an Away state, and one or more agents are Busy, a warning will appear stating "One or more of the selected agents are in a Busy state. Any active interactions will be disconnected and lost." Press the Cancel button to cancel the action or Confirm to continue.

If you are changing the Presence State for multiple agents, and one or more of the selected agents has already made a Presence State change that has not yet reflected in the Agent State Monitoring page, an error message will display stating “A Presence State change is already in progress for <Number of agents> of the selected agents. Please try again."

Agent Experience

As an Agent, when your state or Work Mode is changed a banner message will appear at the top of your Skylight window indicating the change made to your State or Work Mode, as well as the name of the Supervisor that made the change.

When an agent's Work Mode is changed, a green banner message will appear stating Your direction has been changed to "<Work Mode>" by your supervisor - <Supervisor Name>

When an agent's State is changed to Ready, a green banner message will appear stating Your state has been changed to "Available" by your supervisor - <Supervisor Name>

When an agent's State is changed to Away, a red banner message will appear stating Your state has been changed to "Unavailable <Away Reason Code>" by your supervisor - <Supervisor Name>


  The supervisor name in the banner message will display the supervisors name as it is configured in their User profile.
The banner message will remain until the agent closes it.