Switching the Agent Status

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.

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

1. Sign in to the AICC as an agent.
2. 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.

3. 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.

Figure 5 Expanding the shortcut menu

Figure 6 Reset Skill Queue

NOTE:

The agent must have the Reset Skills operation permission.

Common agents in a new tenant space have the permission by default.

Common agents in an old tenant do not have the permission by default. To add the permission, contact the tenant administrator.