Logged On

Author: CCa2z

Date: 19th October 2009

This refers to a state in which the agent is logged onto the telephone system.   

Once logged-on, agents are able to move into one of the work activity or state modes, typically, available, not ready and after call work (ACW).

Once in available they can receive calls.

Some ACD's allow for the creatiion of a number or work modes such as training or meeting etc.

Whilst logged-on, the system will record the total amount of time the agent has been logged-on for the day.  This is often used to compare with the required scheduled hours.

It is good practice to be logged-on for the duration of a shift


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