Chapter 09. Status Administration

About Status Administration

The Status Administration function allows you to define status values that are applied to Administration Server users. These values specify whether the user is available for work assignments, and the type of assignments for which he or she is available.

For example, you could define the following status values for your organization:

  • At My Desk
  • In a Meeting
  • Out of the Office
  • On Vacation

The user is prompted to choose one of the following status values:

  • Available. This indicates whether users who select this status can receive "hot" work items, such as routed phone calls or real-time chat.
  • User Selectable. This indicates whether users can select the status in the Administration server. Some status values may be set automatically based on system events, such as exceeding timeout limits.
  • Persistent. This indicates whether the status persists between login sessions and when the user changes his or her role in the Administration server.

Note: that status is set by role. If a user changes from one role to another within the Administration Server, the user must select a new status value.

 

Procedure: Administering Status Values

To access status administration functions, click the Status Administration link on the Administration Home page. Clicking the Status Administration link launches the Status Administration wizard.

The Status Administration wizard allows you to:

  • Modify an existing status
  • Create a new status

The following diagram is a map of the status administration process:

 

Status Administration Page

This section provides definitions for fields on the Status Administration page:

 

System Status Fields

 This section provides definitions for fields in the System Status section of the Status Administration page:

Agent Not Accepting

Specify a status value for the system to apply to a user who does not accept an assigned work item within the specified timeout period. The system automatically assigns the user this status value, which indicates that the user
is not available for "hot" work items.

Media Wrap Up

Specify a status value for the system to apply to a user who has ended a work item with media (a "hot" work item).
The system automatically assigns the user this status value for the amount of time specified in the After Work Time
field for the queue. While this status is in effect, the user is not available for "hot" work items.

Queue

Specify a status value for the system to apply to a user who has accepted and is working an active work item.

Queue - On-hold

Specify a status value for the system to apply to a user who places a call associated to an active work item on hold.

Queue - Conference

Specify a status value for the system to apply to a user who is on a conference call for a work item with an associated call.

Work Item Wrap Up

Specify a status value for the system to apply to a user who has ended a call associated to a work item, but the work item remains open.

Work Item - On-hold

Specify a status value for the system to apply to a user who places a call associated to a work item on hold. This status is applied when a secondary call is created after the initial work item call.

Work Item - Conference

Specify a status value for the system to apply to a user who is on a conference call associated to a work item. This status is applied when a secondary call is created after the initial work item call.

Unexpectedly Off-hook

(Not supported) Specify a status value for the system to apply to a user who goes "off hook" unexpectedly. When a user
goes off hook (the phone is dialing or in use) separate from active calls in the system, the system automatically
assigns this status to the user.

Unexpectedly Off-hook - On-hold

Specify a status value for the system to apply to a user who places an off-hook call (not associated to a work item) on hold.

Unexpectedly Off-hook - Conference

Specify a status value for the system to apply to a user who is on an off-hook conference call (not associated to a work item).

 

User Status List Fields

 This section provides definitions for fields in the User Status List section of the Status Administration page:

Name

The name of the status. Click an existing Status Name link to edit the status.

Message Text

Text that appears in the Administration Server describing the status.

Available

This indicates whether the user is available, meaning that he/she can receive “hot” work items, such as routed phone
calls or real-time chat.

 

Operations

Create Status

This page has a link to create a new status.

 

Edit Status Page

This section provides definitions for fields on the Edit Status page.

 

Fields

Name

The name of the status.

Message Text

Text that appears in the Administration Server describing the status.

Icon

Icon associated with the status.

Available

Indicates whether users who select this status can receive "hot" work items, such as routed phone calls or real-time chat.

User Selectable

Indicates whether users can select the status in the Administration Server. Some status values may be set automatically based on system events, such as exceeding timeout limits.

Persistent

Indicates whether the status persists between login sessions and when the user changes his or her role in the Administration Server.