This table provides a comprehensive overview of the various statuses an agent can have within a UCCX call center environment. Each status is associated with a specific code and a description that explains the agent’s current state, whether they are ready to take calls, currently engaged in a call, or in a different mode such as wrap-up or hold. This detailed categorization helps in effectively managing and monitoring agent activities, ensuring efficient call center operations.
| UCCX Agent Code | Status | What this means |
|---|---|---|
| 0 | Ready | The agent is available and ready to receive calls. |
| 1 | Not Ready | The agent is not ready to receive calls. |
| 2 | Talking | The agent is currently on a call. |
| 3 | Work | The agent is in wrap-up mode after finishing a call. |
| 4 | Reserved | The agent is reserved for an incoming call and cannot be interrupted. |
| 5 | Logout | The agent is logged out of the system. |
| 6 | Reserved Outbound | The agent is reserved for an outbound call. |
| 7 | Hold | The agent has put the call on hold. |
| 8 | Talking Outbound | The agent is on an outbound call. |
| 9 | Talking Inbound | The agent is on an inbound call. |
| 10 | Talking Consultation | The agent is on a consultation call. |
| 11 | Talking Other | The agent is on a call that does not fall under inbound, outbound, or consultation. |
| 12 | Reserved Inbound | The agent is reserved for an inbound call. |
| 13 | Reserved Consultation | The agent is reserved for a consultation call. |
