Agent Status Codes

Agents can manipulate their status using the DCA Agent Console portal, or an Administrator can override their status in the Agent Manager in Service Designer. Status Codes marked 'Platform Only' are set by the platform when an Agent has adopted a particular status that is usually dictated by call behaviour. The Agent Status Codes are used for reports and dashboard widgets.

Status Code	Status Name	Platform Only
1	Signed Out	No
2	Signed In	No
3	Ready	No
4	Not Ready	No
5	Forced Not Ready	Yes
6	Ringing	Yes
7	In a Call	Yes
8	Busy	Yes
9	Transferring Call	Yes
10	In a Transferred Call	Yes
11	Wrap Up	Yes
12	Additional Wrap Up	No
13	Comfort Break	No
14	Responding to Written Request	No
15	Outbound Call	No