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Glossary

What is agent status?

Agent Status is a useful method of showing whether the agent is available to take a call or not. Every single minute is important for a call center outsourcing company. Through agent status, call centers easily keep track of available agents on the floor to take customer calls. The functional state of a specialist can be available, on call, off-phone.

‘Available’ means that an agent is available and ready to take calls, on the other hand ‘busy’ means that agents has logged in, but is not available to take customer calls.

Apart from checking to see which agents are available or on pause, call center agent status is also important for measuring other important aspects. Call center agent status can help in monitoring, measuring, and optimizing the KPI. In real time or by viewing historical reports of the agents, it can be analyzed whether representatives are currently active or not. This allows agents to schedule enough agents at the right time. With technological advancements, businesses are outsourcing their non-core processes to call centers. Thus, it is crucial for business firms to check the status of agents and make sure that call center service providers are meeting the terms of service level agreement (SLA). Agent status also helps guide effective call routing strategies. When your customers’ calls are being transferred, you want to make sure they are routed to a queue or department with available agents. If there are multiple agents on pause, your customer will have to wait longer to reach a representative that can answer their questions. That’s a missed business opportunity and a possible customer satisfaction issue.

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