Agent states

The Agents list on the floor shows every agent, their state and how many minutes they have been in it. Agents change their own state at their desk. See your shift.

The states

On the floor	What it means
Off shift	The agent has not started a shift, or has finished it. They get no calls.
Ready	The agent is free and can be given a call.
A call is being handed over	A call is being offered to this agent and has not yet connected.
On a call	The agent is talking. A link, On a call, opens the call.
Wrapping up	The call is over. The agent is saving the result.
On a break	The agent has paused. The break reason shows in brackets, for example “(lunch)”.

The starting break reasons are Break, Lunch, Training, Meeting and Technical issue. Your company may have changed them.

The list puts agents who need a look first, then the rest in this order: handed over, on a call, wrapping up, ready, on a break, off shift.

What a long break looks like

An agent who has been on a break for 15 minutes or more gets the mark LONG BREAK on the right of their row. The row still shows the reason and the minutes, for example “On a break (lunch) · 23 min”. A long break is not an error. It tells you to check that the agent knows they are paused.

What a long wrap-up looks like

An agent who has been wrapping up for 5 minutes or more gets LONG WRAP-UP.

The system limits wrap-up by itself. After 120 seconds by default, the agent goes back to Ready. If they saved no result, the result Hung up is filed for them. If nobody else holds the person’s journey, it closes as lost, and the person will be tried again by the campaign’s normal retry rules. See saving a result.

Note

The 120 seconds is one number for the whole platform. A campaign cannot set its own. Your platform operator can change it. Because the floor flags a long wrap-up at 5 minutes, you will see the mark only when that number has been raised or when the correction below has not run.

When an agent is stuck on a call

Sometimes a call ends in a way the agent’s screen never hears about. The system then corrects the agent:

1. When a call ends, any agent still shown on it is moved: On a call goes to Wrapping up, and an agent being offered the call goes to Ready.
2. For agents nobody told, every 20 seconds the system looks at agents who have been On a call for more than 120 seconds. It asks the phone service whether that call is still live. If the call is unknown, ended or failed, it is settled and the agent is moved on.
3. If the phone service cannot be reached, the agent is left alone. The system never guesses.

A hand-over that was connected but whose call vanished is settled as finished, with 0 seconds of billable time, because the real length is not known to the platform. See hand-overs and billing.

If you see an agent stuck on On a call and the floor shows no call for them, look for the “Phones are offline” alert. See alerts.

Not yet

The correction of stuck agents was tested with the phone simulator, not with real phones. There is no mark on the floor for an agent who has been On a call for a long time. Only a long break and a long wrap-up are marked.