Agent Status in CCPulse

General Discussion
1

Hi all,
Just a simple question regarding the Agent Status in CCPulse.
What does OffHook/OnHook status mean and the difference between that and LoggedIn/LoggedOut.
Thanks.

2

HookUp = When you pick up your phone
HoowDown = When you hang up when finished the call

LoggedIn = UH? weird question = Agent logged on Genesys
LoggedOff = UH??? Very weird question = Agent is not logged on Genesys.

3

Device status’s
OffHook - handset is off the hook (imagine you have picked the handset up and are connected to a line) - device is in a non routable state
OnHook - handset is on the hook - device is in a routable state

When an agent is on a call, they will be offhook, however, you will see their status as ‘CallInbound’ or ‘ReadyForNextCall’ (for example), this is because the CallInbound (and other states like it) have a higher priority than OffHook / OnHook. Having said that, I am sure you can see the OffHook status time counting up in CCPulse if you monitor extended status.

LoggedOut - self explanatory, agent / dn is logged out
LoggedIn - agent / dn is logged in (when logged in you will be able to see the OffHook and OnHook status’s)

Hope that helps

1 Like
4

Thanks Mark for the clarification.

1 Like