Overview Live Chat Overview Standard Response Overview Service Level
Agreement (SLA) Overview Configuring New User Accounts Configuring Security Groups Configuring Shared
Jabber Groups Configuring
Ticketboxes Understanding and Setting up Agent View Understanding & Configuring
Accelerators
Administration Screen Create FocalScope Accounts for New User Create Personal Email Accounts Create Ticketboxes Create System
Email Accounts
for Ticketboxes
Overview Integration Users and Groups Email Accounts
Email Account Smart POP Smart SMTP System E-mail
Account
Rules E-mail Parameters Folder Tree External Compose Reporting News Tickers RSS Reader Data Purging Calendar
Configurations
to Agents Message View Discuss a Message
with Another Agent Flag Messages for Follow Up
Features Detailed - Live
Chat Log Detailed - E-mail List Detailed - E-mail Account Response Time - Detailed List Response Time -
Totals per Ticketbox Response Time -
Totals per Agent Statistics - Number of Messages Per Date Statistics - Number of Incoming E-mails per Time Interval Statistics - Number of Outgoing Messages
per Agent Statistics - Number of Open/Closed Tickets
per Ticketbox Statistics - Number of Open/Closed Tickets
per Category
Results
Agent Ready State
The Agent Ready State tool is a sub-component of the Ticket Queues feature. A ticket is assigned to an agent only if that agent is set up in "Ticket Queues". They will also receive a status icon in their Status Bar with which to pause or resume being assigned new tickets.
Here we see then new status icon highlighted and set to "Ready". An agent can change their state to "Pause" and back again to "Ready", simply by clicking the icon once. When the status is set to pause, the agent won't receive new tickets from the system. Once the agent is ready for more tickets, he/she can again set their status to ready and be assigned new tickets.
Those with access to the administrator page can see the [Agent Ready State] folder, which shows currently logged in Ticket Queues agents, their session IP address (Masked here for security purposes), and their status. Setting your own session status here to online and offline, is the same as clicking on your status icon in the status bar. Please note: Even administrators, who have access to this folder can only observe current sessions, not make any changes to an agent's status.
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