Agent Statuses

Available: Agent is eligible for an incoming call, but is not actively on an inbound or outbound call in the Call Screen

Inbound Wrap Up: The time between the end of an inbound call and the completion of dispositioning and note-taking before the agent proceeds to the next call.

Incoming Call: Agent is on an incoming call.

Offering Call: Volie identifies the agent as available for inbound calls and includes them in the pool of agents eligible to be offered the call. A call will be offered to the agent for about 13 seconds before it rolls to the next available agent, unless the caller hangs up or is redirected, depending on the prescribed call flow.

Offering Saved Place Call: This represents the agent being served a customer who selected a callback through the hold settings (i.e., “hold your place in line”). The callback is presented to agents in the same way as an incoming call.

Outbound Wrap Up: The time between the end of an outbound call and the completion of dispositioning and note-taking before the agent proceeds to the next call.

Outgoing Call: Agent is actively on an outbound call

Phone - Accepted Incoming Call: Agent selected to answer an incoming call.

Phone - Accepted Incoming Call Transfer: The agent answers a call that has been transferred to them via an internal blind transfer.

Phone - Accepted Saved Place Call: The agent answered an inbound call from a caller who previously opted for a callback through the hold settings (i.e., “save your place in line”).

Phone - Declined Incoming Call: The agent ignored an incoming call, either by actively declining it or allowing it to go unanswered.

Phone - Declined Incoming Call Transfer: The agent ignored an incoming call via a Blind Internal Transfer, either by actively declining it or allowing it to go unanswered.

Phone - Declined Saved Place Call: This represents a customer who selected a callback through the hold settings (i.e., “hold your place in line”) but the agent declined to answer.

Start Campaign Customer: The agent has the customer record open and is prepared to place an outbound call but has not yet initiated dialing.

Start Manual Call: The agent is searching for a customer record prior to placing a manual outbound call.

System Logout: The agent has logged out of Volie, or was automatically logged out after remaining active beyond working hours.

vMessage: Agent is in the vMessage menu of the Communication Center

Break: Agent changed their status to reflect being on a break

Call Queue Selection: The agent is on the Queue Selection screen, which is displayed upon initial login.

Communication Center - Settings: Agent is in the Settings menu of the Communication Center

Customer Search: Agent is in the Customer Search menu of the Communication Center

Logged Into All Call Queues: Agent has logged into all the call queues they have access to.

Logged Into Call Queue: The agent has logged into a specific call queue.

Logged Out of All Call Queues: Agent has logged out of all the call queues they have access to.

Logged Out of Call Queue: The agent has logged out of a specific call queue.

Lunch: Agent changed their status to reflect being at lunch

Meeting: Agent changed their status to reflect being in a meeting

Missed Call Selection: Agent is in the Missed Call menu of the Communication Center

Pause: The agent either ignored or declined an incoming call that was presented to them.

Resume: Agents select Resume when exiting Break, Lunch, Meeting, or Pause statuses. This action makes them available to place outbound calls or receive inbound calls.

Scheduled Communication Selection: Agent is in the Scheduled Communication menu of the Communication Center

Note: On the Agent Efficiency Report, the Other column on the Summary Tab represents the total time spent in non-productive statuses excluding Break, Lunch, and Meeting.

Normal Inbound Call Flow

Normal Outbound Call Flow

If you see statuses that are “skipped over” or don’t follow the expected pattern - this can indicate the agent has more than one tab of Volie open.