Overview
In the Agent Portal, we have updated the existing top bar to include call status information whenever you are on a call. This article explains what has changed, what the new call details show, and how you can use them while handling customer calls.
What Changed in the Top Bar?
The top bar will now show:
The current Agent Status (for example, “Available”, “Busy”)
The current Call Status (for example, "ready")
You will see two distinct, complementary information:
Example:
Available(ready)
Agent Status (Agent-selected status): Agent-selected state such as Available, Busy, Lunch, 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 the phone state:
Not Ready
The agent is logged in and the system is still completing background setup. The agent cannot receive calls yet.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.Not Reachable
The agent is no longer reachable because the connection has been lost (for example, internet/VPN down, device disconnected).
How to Use the New Displayed Information (for Agents)
From an individual agent’s perspective, the combined Agent Status and Call Status help you:
Check if you are actually reachable for calls
Understand what’s happening with your Agent Portal in real time
1. When you are not in a call
Make sure you are reachable for calls:
Check that your statuses look like:
Agent Status: Available
Call Status: Ready
This means you are logged in, correctly connected, and can receive new calls.
If you see “not-ready” or "not-reachable" but you’re Available:
Agent Status: Available
Call Status: Not ready or Not Reachable
The system is still setting up your phone connection.
If it stays on Not Ready or Not reachable for longer than expected, try:
Log out and log back in
After logging in again, confirm that Call Status shows Ready
Use Agent Status for breaks and focused work:
Set Agent Status to Break, Lunch, Follow Up Work, etc.
2. When a call is coming in
Watch for “reserved”:
Agent Status: Available
Call Status: Reserved
This means the system has selected you and your phone/device is ringing.
3. When you are in a call
Confirm you are really connected:
Agent Status: In Call
Call Status: In Call
4. After a call ends
Wrap up properly:
After Wrapup is done, Call Status will usually return to Ready, meaning your phone is technically available, but routing will respect the Agent Status you selected (E.g Available, Toilet/ Adhoc breaks)
If a call was missed or rejected:
You may see:
Agent Status: Call Not Answered
Call Status: Ready
This indicates the system tried to deliver a call to you, but it wasn’t answered.
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