Skip to main content
Version: 5.9

State Control

Agent States​

IconDescription
Agent is logged out
Agent has lost connection to the Finesse Server
Agent is in state "Not Ready"
Agent is in state "Not Ready" and at least one channel is not available
Agent is in state "Ready"
Agent is busy (either in state "Reserved", "Talking" or "Call on hold")
Agent is in state "Wrap-Up"

Voice Channel Agent States​

IconDescription
Agent is in state «Not Ready»
Agent is in state «Ready»
Agent is busy (either in state «Reserved», «Active» or «Paused»)
Agent is busy (either in state «Reserved», «Active» or «Paused»)

Login​

  1. Enter agent id or name
  2. Enter agent password
  3. Enter device extension
  4. Press button to login agent
info

SSO agents skip steps 1 and 2

Mobile Agent Login​

  1. Enter CTI port (instead device extension)
  2. Enable checkbox
  3. Select connection mode
  4. Enter mobile agent device number
  5. Press button to login agent

Change agent state​

  1. Click on channel button to open agent state panel
  2. Click on an agent state list entry to select it
info

The arrow icon indicates the current agent state.

Collapse / Expand channels (for multiple channels)​

  1. Press Icon to collapse channels
  2. Press Icon to expand channels

Logout​

  1. Click to open agent state panel
  2. Click on entry «Logout»
info

The agent has to be in state «Not Ready» to be able to logout

Logout multiple channels​

  1. Click on overall button to open agent state panel
  2. Click on entry «Logout»

Optional: Logout Reasons​

  1. Select an appropriate logout reason (this reason list appears after «Logout» was pressed)