Agent state management functions
In the simple telephony with agent state management mode and the full telephony mode, when a CSR logs in to the automatic call distributor (ACD), they need to set their agent state to indicate whether they are available or unavailable to answer calls from customers. CSRs can mark their availability in the Pega Call Call Control Panel.
Pega Call supports the following agent states:
- Login
- The CSR is logged in to the ACD and call queue, and can further specify their availability to accept calls.
- Ready
- The CSR is ready to accept calls from the ACD or call queue.
- After Call Work
- The CSR is temporarily unavailable to accept new calls while they finish work that is related to their last call. No calls are routed to the CSR while they are in this state.
- Not Ready
- The CSR is not ready to accept any calls from the ACD or call queue. No calls are routed to the CSR while they are in this state.
- Logout
- The CSR is logged out of the ACD and the call queue. No calls are routed to the CSR while they are in this state.
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