Switching the Agent Status

An agent can switch the agent status using the connection bar on the top of the page for the system to better assign businesses.

Context

An agent can control the connection status by using the connection bar provided by the connection framework.

The connection status refers to the status of a signed-in agent, which can be Idle, Talking, Wrap-up, Busy, or Rest, as described in Table 1. The system determines whether to assign an inbound call to an agent based on the agent status.

**Table 1** Connection status description
Agent Status	Description
Idle	An agent waits for the system to assign an inbound call.
Talking	An agent is handling an inbound call.
Wrap-up	An agent handles a call-related business (for example, filling in the customer inbound call information) after the customer hangs up.
Busy	An agent is busy.
Rest	An agent takes a rest. The countdown time is displayed when an agent is in the Rest state. If the remaining rest time is 5 minutes and the tenant parameter Forcibly End Agent Rest After Timeout is set to Yes, the "You will be working in XX minutes. Please reserve time in advance!" message is displayed in the lower right corner of the page every minute. If the rest ends and the tenant parameter Forcibly End Agent Rest After Timeout is set to No, the time elapsed after the rest is displayed in red on the connection bar. The message "The rest has expired for XX minutes. Please work as soon as possible." is displayed in the lower right corner every minute.

An agent performs connection operations, such as answering calls, taking a rest, and showing busy, to switch the connection status. Figure 1 shows the connection status switchover relationships.

A dialog box is displayed in the lower right corner of the browser, indicating the corresponding call connection event.

Figure 1 Connection status switchover

Procedure

Sign in to the AICC as an agent.
Click on the top to sign in to the platform.
- The system parameter Agent status after sign-in specifies the agent status after sign-in. The agent states after sign-in are as follows:
  - Idle
  - Wrap-up
  - Busy
- The tenant parameter Mode in Which an Agent Signs In to a Skill Queue and agent parameter with the same name specify the mode in which an agent signs in to a skill queue.
  - The options of the tenant parameter Mode in Which an Agent Signs In to a Skill Queue are as follows:
    - Agent-defined
    - Automatic: When an agent signs in, the agent automatically signs in to all skill queues bound to the agent.
    - Specified: When an agent signs in, the agent can specify skill queues bound to the agent to sign in. The capabilities of an agent depend on the skill queues that the agent has signed in to. Select a skill queue to sign in as required.
      Figure 2 Specifying skill queues
    The default value is Agent-defined. The parameter modification takes effect after the page is refreshed.
  - The options of the agent parameter Mode in Which an Agent Signs In to a Skill Queue are as follows:
    - Automatic: When an agent signs in, the agent automatically signs in to all skill queues bound to the agent.
    - Specified: When an agent signs in, the agent can specify skill queues bound to the agent to sign in. The capabilities of an agent depend on the skill queues that the agent has signed in to. Select a skill queue to sign in as required.
      Figure 3 Specifying skill queues
    The default value is Automatic. The parameter modification takes effect after the page is refreshed.
  If the tenant parameter is set to Agent-defined, the value of the agent parameter Mode in Which an Agent Signs In to a Skill Queue is used.
  
  If the tenant parameter is set to Automatic or Specified, its value is used.
Click on the top and select a state as required.

Figure 4 Switching the agent status

Follow-up Procedure

After signing in, an agent can click in the upper right corner and choose Reset Skills to reselect the skill queue to which the agent needs to sign in. The capabilities of the agent change with the skill queue to which the agent signs in. For example, if a versatile agent has signed in to a voice or video skill queue and a multimedia skill queue, after the agent clicks Reset Skills, selects only the voice or video skill queue, and saves the configuration, the agent can handle only voice or video calls but cannot handle multimedia chats.