Additional status details now appear in Real Time > Agents to give admins clearer, live visibility of agent availability and call handling. This article explains what each status means, how they change, and how to understand them.
You will now see two distinct, complementary fields for every agent in the Status column:
Example:
Available(ready)
Agent Status (Agent-selected status): Agent-selected state such as Available, Busy, Lunch, Pantry Break, Break, Follow Up Work, Wrapup, etc. This indicates the agent’s intended availability.
Call Status: System-driven, real-time phone state that reflects whether the agent can receive calls or is currently handling one.
Agent Status is chosen by the agent. Call Status is automatic and cannot be changed by agents. Together, they provide a complete picture of agent readiness and activity.
Call Status definitions
Call Status values appear beneath the Agent Status to describe their phone state:
Not Ready: The agent is logged in and the system is still completing background setup. The agent cannot receive calls yet.
Not-Reachable: The loss of connection/internet down/VPN down cases and agent's browser or tab closed accidentally.
Ready: All connections are established and the agent’s phone is available to receive calls. This is the idle, call-receivable state.
Reserved: The platform has selected the agent for an incoming call and their device is ringing.
In Call: The agent has answered and is currently speaking to the customer.
How Agent Status and Call Status work together
These fields move independently but in predictable ways:
Availability control via Agent Status: Agents control their availability using Agent Status (e.g., Available or Busy/Break). This signals whether they should be routed calls.
Real-time phone state via Call Status: The platform updates Call Status to reflect phone connectivity or call handling (Call Status Flow: Not Ready → Ready → Reserved → In-Call → Ready).
After Call Work (Wrapup/Follow Up Work): When a call ends, agents may enter Wrapup or Follow Up Work in Agent Status. During this time, Call Status typically returns to Ready (phone can technically receive calls), but routing policies follow the Agent Status to avoid immediate new calls unless configured otherwise.
⌖ Use Agent Status to manage workload and breaks.
⌖ Rely on Call Status to audit live phone behavior and troubleshoot connectivity or missed calls.
Typical scenarios
Below are common scenarios you will see in Real Time > Agents.
1) Agent comes online and is available take calls
System is connecting:
Agent Status: Available
Call Status: Not Ready
Agent can receive calls:
Agent Status: Available
Call Status: Ready
2) Incoming call to an available agent
Agent can receive calls:
Agent Status: Available
Call Status: Ready
Ringing:
Agent Status: Available
Call Status: Reserved
On answer:
Agent Status: In-Call
Call Status: In-Call
After call ends:
Agent Status: Wrapup/Follow Up Work
Call Status: Ready
3) Rejected or missed call
Agent can receive calls:
Agent Status: Available
Call Status: Ready
Ringing:
Agent Status: Available
Call Status: Reserved
Rejected/ missed:
Agent Status: Call Not Answered
Call Status: Ready
FAQs
Can Agents change their Call Status?
No. Call Status is controlled by the system and reflects phone connectivity and live call handling. Agents change only their Agent Status.
Why does it show Agent Status: Available but Call Status: Not ready?
They are logged in but the secure connection/registration is still initialising. Once complete, the Call Status will move to Ready automatically.
Why does it show Agent Status: Break but Call Status: Ready?
Agent Status is the agent’s chosen state (for example Restroom, Lunch, Break) for reporting, while Call Status is the system state of the phone (Ready = technically able to receive calls), and routing rules will follow the Agent Status and will avoid sending new calls during breaks.
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