User`s guide

Making Agents Available for CMS Calls
Since it is important that CMS knows when an agent is available for CMS
calls, agents must understand how to indicate the work state they are in. In
this way your CMS can run efficiently and maintain accurate records.
Agents assigned to splits in an active configuration can be in one of three
agent states:
● Available state. An agent is available for CMS calls when the light next to
the agent’s Available button is on.
● After-Call-Work (ACW) state. Agents may need to complete work related
to the current CMS call. In order to do so, before hanging up from the
call, they should place themselves in the ACW state by pressing the ACW
button. This turns on the light next to the ACW button. An agent will
not receive CMS calls while in the ACW state.
● Logged Out state.
When agents are neither available for CMS calls nor
doing after-call-work, they must be in the Logged Out state. The light
next to the agent’s Logged Out button must be on. Time spent in this
state is not included in report statistics. When CMS is in Night Service
mode, all agents are in the Logged Out state.
Agents in the Available or ACW states are considered logged in.
MOVING FROM STATE TO Logged Out State
STATE
When an agent is neither available to accept CMS calls nor doing after-call-
work, the agent can enter the Logged Out state by pressing the Logged Out
button. (The light next to the Logged Out button goes on.) As the CMS
Supervisor, you can also place an agent in the Logged Out state from the
Split Status screen.
All agents are automatically in the Logged Out state when CMS call
management begins and when CMS stops managing calls with one shift
configuration and begins managing calls with another. While CMS is in the
Night Service mode, all agents in the active configuration are in the Logged
Out Nite state.
Individual agents are automatically placed in the Logged Out state:
• When you add an agent to an active configuration.
• When an agent in an active configuration is moved to another station or
split .
• When the Agent Logout ACW exception is on and an agent has been in
the ACW state for longer than the time specified as the exception
threshold. For more information, see “Selecting Agent Exceptions” in
Section 4.
5-8 Making Agents Available for CMS Calls