Talk tracking

[McGruff753]

I'm creating a couple of detail and drilldown cavasses and am trying to see if there is an industry standard on classifying a 'talk' condition. What are you guys doing on:

OUT1
OUT2
INS
SUPV
MSG
CONF
RSVD
HOLD

====================================================
NON-TALK:

OFF
IDLE
AVAIL
WRAP
EMER
HELP

ACD1 - TALK
ACD2 - TALK
ACT1 - TALK
ACT2 - TALK

 

[HardCoal99]

I guess it depends on how your call center operates. We like to put agent states into two buckets, available for a call and not available for a call.

I created a canvas that "colors" the agent information (name, ext., state, reason, etc.) when the agent is in a particular state. For example, when one of our agents is on ACD1, I color the information green. I've also made the canvas display the agent information line in RED if the agent's time in a particular state goes above acceptable levels.