Current Agent States

Use the Current agent states report to see a visual of your agent activity in real time.

Agent status details are shown in a color-coded tile for each agent. By default, a tile for every agent currently active is displayed.

If you have reporting groups set up, use the Reporting group filter to view current agent status by reporting group.

Tip: You can manage the reporting groups using a Configuration Desktop. See Supervisor for more information.

For each agent currently logged in to Syntelate XA you see:

  • The agent’s name
  • The agent’s phone extension
  • The agent’s current state
  • The selected Not ready reason code (if the agent’s state is Not ready)
  • How long the agent has been in that state

Threshold times can be set for each Not ready reason. In addition, color settings for the tile can be set that change according to whether the agent is under or over the threshold.

For example, if the threshold for Break is set to 900 seconds (15 minutes) and the agent remains in a Break state for less than the threshold, the tile is amber. But if the Agent state is in Break for over 900 seconds, their tile is red.

The color-coding system and threshold times are configurable.

Tip: A task is run everyday in Syntelate XA to log out any agent whose Agent state has been Idle for more than 30 minutes.

The time of day for that task is configurable in the GENERAL setting ResetAgentsTime. A blank value will stop the method from running. Otherwise, the setting should contain a time of day in 24-hour format HH:MM (i.e. 02:00 will cause the method to run at 2:00 AM).

Any agents still logged in to Syntelate XA at the configured time who have been idle for more than 30 minutes will be logged out from both Syntelate XA and the telephony.

This method is code to Syntelate XA so is available independent of any telephony setup.