Idle and System Idle

[PuntsWorth]

Hi,

Can someone please me what's the difference between idel and system idle on the Contact Center Client -->AGent state by position?

Thanks

[boycey9]

Idle is ready for a call, system Idle is when they are not present in the group

[kvnmiss]

PuntsWorth,

When using Agent Group Presence, and agent that is logged in but not present in any of the groups he is assigned to, it will show that agent state as "System Idle". Once that agent is available in any of the Agent Groups, his/hers state will change to "Idle".

Hope this helps - If you require further assistance, reply to this thread!

Kevin M.
prairieFyre Software Inc.

[manchester7]

helo,

i also face similar problem, agent in 'System idle' status. when my queue have about 14 call waiting, suddenly one of my idle agent become 'system idle' status and cannot answer the call from queue. it take about 30 scnd to change it back to idle.

our Mitel cxi controller don't programme the FACs (feature access code) to allow agent change status to 'system idle'..

how can we know when the agent can become system idle status and how it suddenly happen as we not configure the system idle in FACs.

[ghost]

Hi Manchester

I havent used prairiefyre CCM (yet, been doing doing home on installing it to a couple of my sites)

But could this be the work time timer after each call?

[ralph]

Hopefully kvnmiss will jump in on this.

Ralph

[kvnmiss]

Manchester,

Like ghost mentioned, this could to be a work timer / wrap up timer. That being said, in Contact Center Client, you should see that Agent appear on "Work timer" (see attached screenshot).

System Idle, however, would be if the agent is Idle, but not present in any Agent Groups that he's a member of. This could explain the reason why you are seeing the agent sitting Idle while there are calls in queue.

What version of CCM are you running? Are you using Agent Group Presence?

Cheers,

Kevin M.
prairieFyre Software Inc.

[manchester7]

Kvnmiss,

i'm using CCM 5.7 BE and MCD 4.0 runnging on Cxi controller

as you can see in attachment it is 'system idle' status. i'm using Agent group present.

Can we disable it?

thank ghost for reply.

[kvnmiss]

Manchester,

You can definitely disable it easily by changing the Class of Service option of the Agent/Set (depending if they are hotdesking or traditional) to disable the Group Presence Control / Group Presence Third Party Control option. (See attached screenshot)

Once this is done, it will prevent the Agents from controlling their group presence and be in System Idle.

Cheers,

Kevin M.
prairieFyre Software Inc.

[manchester7]

Kvnmiss,

many thank for your advice..

will try tomorrow for update the new class of service for disable the group present.

hopefully it works..


thank you..

[kvnmiss]

You are welcome! If you have any more questions, feel free to reply to this topic!

Cheers,

Kevin M.
prairieFyre Software Inc.