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Programmatically changes an agent's current stateThe availability status of an agent.. |
Supported Script Types
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| Generic | Chat | Phone | Voicemail | Work Item |
Properties
- AgentID
- The login ID of an active myAgent session.
- State
- This property is a drop down list to select either an “Unavailable” or “Available” stateThe availability status of an agent..
- Reason
- This property is used to enter text for the “Unavailable” code. This property is unused when the Agent state is “Available”.
Branches
- Default
- The Default branch condition will be used unless another branch condition is triggered.
- OnError
- The Error branch condition will be used if the Agent ID is not active in the system.
Tips and Tricks
- If an agent is in an “Unavailable” stateThe availability status of an agent., programmatically setting their state to “Available” can result in refused contacts. For example, the agent may have gone on break and be away from their desk. By setting them to Available, the contacts could be routed to their phone and then refused.
- When setting the Reason property, if the text description has not been configured in Central, the database tracking system will not store the reason text. Instead, the agent will see the unavailable description, but the historical record will show “Unavailable”. The descriptions are case sensitive because there must be an exact match. To add an Unavailable state reason, useCentral.
