Setting and Changing Agent Availability

By signing in to the Genesys Framework, the agent automatically becomes Logged In and Ready for all media available for the Place (this actually depends on the setting for the AutoLogin configuration option in the Adapter). Signing out of the Genesys Framework automatically makes the agent Logged Out of all media available for the Place.

Automatically ready on sign in   is a configurable parameter.

If an error occurs logging in to any media, a modal error message dialog box pops up, informing the agent about the possible cause of an error and ways to correct the problem.

In a typical Login error message box, the agent should:

Global Availability Status Change

The Availability Status Line contains an Availability Modes menu.

Within the Availability Modes menu, you can set status to:

Actual reason codes for Not Ready are configurable. Hard-coded reason codes that come with the Adapter are:  After Call Work and Not Specified .

The Availability Modes menu is a global control, which allows an agent to set the global Ready/Not Ready status with a global reason code. Using this global status control, the agent acts on the whole list of available media/DNs.

Since Log In/Log Out commands are not applicable to some media, there is no global Log In/Log Out menu item in the Availability Modes menu. The agent can log in or log out of individual media/DNs by selecting individual media/DNs under Media Channels, then using the Actions menu (also under Media Channels).

When an agent is logged out on some or all media, selecting global Ready or Not Ready - REASON Code automatically makes the agent logged in for all applicable media.

Global Agent Status string values:

Selected menu item

Status string

Comment

Ready Ready
Not Ready - Reason Code Not Ready No Reason Code shown
Logged Out Agent is logged out of all available media

Colors Used in the Availability Modes Menu
Per Media/DN Availability Status Change

The Actions menu under Media Channels in the Genesys Contact Center GUI allows the user to change Ready/Not Ready status individually for each available media/DN. Statuses might be changed for selection group or single media.

The Status column displays the current status of each available media.

Media Status string values:

 Selected menu item

 Status string

 Comment

 Ready  Ready  
 Not Ready - <Reason Code>  Not Ready - <Reason Code>  Example: Not Ready - Lunch
 Log In Ready
Not Ready - <Reason Code>
 Depending on configuration
 Log Out  Logged Out  

When Log In is selected, depending on the particular switch, Adapter configuration, and business requirements, the user automatically becomes:

Logged Out and Not Ready statuses are shown in bold red (#EC3D25).

A Refresh List contextual pop up menu is available within the grid upon right-click.