Keeping track of agent states in the Asterisk call center ACD can be vital to ensure that the center operates in an optimal fashion. States can be monitored for calling purposes, as well as being used to leverage non-calling states in regards to such things like payroll and agent improvement.
The Q-Suite has a number of system defined agent states. Some are calling related, like Talking, On Hold, and Waiting for Call. Some are specific to non-calling operations, like Break and Lunch. While these are great to have out of the box, it’s incredibly beneficial for a center administrator to create custom states that will more accurately reflect the day-to-day workflow for the agents. For example, let’s say that every Wednesday an agent has a coaching session. A custom state can be created for this particular activity that keeps the agent logged in to the agent portal and the system can track the time spent in this state.
The custom states that can be configured can be flagged to logout the agent if desired. These types of states can be useful if there’s a business rule that may specify that agents should not be logged into the portal unless they are prepared to be calling. They are also handy for accurately controlling the amount of time that the agents are logged in to the system and for validating why the agents are logging out.
Consistent, accurate agent tracking is crucial to maintaining the efficiency of the call center. Creating and customizing the different agent interactions within the system is a ideal way to keep tabs on the workflow and to ensure that the center is operating as smoothly as possible.