Controlling your availability

As long as you are logged in and available, myContactCenter delivers conversations to you. Two switches take you out of distribution: Wrap-up and Activity. You find both in the ribbon on the Actions tab, as an icon in the title bar and in the status bar.

States at a glance

The status bar also shows the time: in dynamic wrap-up the remaining time, in manual wrap-up and in an activity the time elapsed so far.

Available

You are available when you are neither in wrap-up nor in an activity. Your profile determines how many conversations you receive at the same time — usually one call, but several chats or emails.

Wrap-up

After a conversation

Wrap-up begins by itself after every conversation. The skill of the conversation determines which kind:

• Dynamic wrap-up runs for a set time and then ends by itself; the status bar counts the time down. If you want to carry on earlier or need longer, click Wrap-up in the ribbon and choose Available to end it immediately, or Wrap-up to switch to manual wrap-up. The icons in the title bar and status bar do not respond during dynamic wrap-up.
• Manual wrap-up lasts until you end it with a click on Wrap-up.

Turning on wrap-up yourself

Click Wrap-up. You then receive no more conversations until you click Wrap-up again. A running activity ends when you do this. In some cases, the change requires permission.

The administrator can set a maximum duration for manual wrap-up. When it is reached, you are automatically available again.

Activities

An activity takes you out of distribution because you are doing something else: a break, a meeting, training. The Administration determines which activities there are.

Starting an activity

1. Click Activity.
2. If activities are set up, the Select activity window opens. Choose the activity from the list and click OK.

If no activities are set up, the click immediately starts a general activity. A running wrap-up ends in both cases.

Switching or ending an activity

Click Activity during an activity. If activities are set up, a menu appears:

• Available ends the activity.
• Switch activity opens the Switch activity window. The activity you choose starts directly, without you being available in between. If the new activity is not permitted, you stay in the current one.

Without activities set up, the click ends the activity.

What defines an activity

For each activity, the Administration determines

• whether you still receive conversations during this activity,
• whether it ends by itself after a maximum duration,
• whether a supervisor must approve the change.

When permission is required

To prevent too many agents from being away at the same time, skills can, at certain times, restrict you from switching to wrap-up or an activity, logging off or lowering your skills and languages. What counts is, for example, how many agents are available, how many calls are coming in or how long customers are waiting. The Agent then shows a Permission … window with the reason, for example Hit threshold … in ACD … with value …:

• Action not permitted — the change is forbidden. Close the window; your state stays as it was.
• Want to perform this action? — the change is critical but possible. With OK you carry it out anyway; with the other button you cancel.

A supervisor decides if the selected activity requires their approval or if a supervisor of your skills has set that they answer requests. They are shown your request and allow or deny it; you see their answer. If they approve, the change begins without further prompting. The supervisor’s side is described in Requests and messages.

When you do not receive conversations

You do not receive any new conversations as long as

• you are in wrap-up,
• you are in an activity that does not allow conversations,
• your presence in the phone system is not “available”, provided your profile synchronizes the presence,
• less than 20 seconds have passed since you logged in,
• you are handling as many conversations as your profile allows,
• you have lowered your skills or languages yourself or selected a skill group that does not contain the skill — see Settings.

Automatic changes

Interventions by a supervisor

A supervisor can turn your wrap-up or activity on and off and log you off as long as you are not in a conversation. You only see the change of state; a logoff closes your Agent. Interventions by a supervisor do not require permission. How supervisors go about this is described in Controlling agents.

Busylight

If a Kuando Busylight is connected to your computer, it also shows your state to colleagues, without any further setup:

Without a conversation, the light shows the color of your presence. For calls you make yourself, for callbacks and when listening to recordings and voicemails, it stays silent.