The Line-status is something rather technical but it is important to understand when monitoring your agents: the line-status indicates whether or not an agent is available for a call (in case the Presence status is also switched to available).
Agent's don't have direct influence on this status, they cannot select it from a drop-down menu like the presence status. However, certain actions trigger the a line-status. For instance, if an agent is taking a call, the line-status is "in-call". If an agent actively declines a call, the line status is "declined".
This list shows you all available line-statuses and when they apply
|Name line-status||Description||Further information|
|available||In this status, agents are ready to receive calls||Agents only receive calls if their Presence status is also "Available"|
|ringing||This status indicates that an agent is being called|
|in-call||Agents with the status in-call are currently connected to a call (usually they will be talking to a customer)|
|wrap-up||The time agents have before being put back on line-status "available" after a call||wrap up can be defined in babelforce manager app in each queue.|
|originated||Status when agent is selected to be called|
|busy||The platform tries to connect to agent but receives a "busy" signal from the agent's device||This status should only happen when you use a soft- or hardphone. It will occur if agents make or take calls via the soft- or hardphone and don't use the babeConnect app for calling out/ accepting calls|
|declined||The platform forwarded a call to an agent but the agent actively rejected the call||Agents have to click on the "reset" button to receive another call. Otherwise their line-status will stay in "declined" until the maximum time was reached. This maximum time is defined in Global Settings.|
|unreachable||The platform tries to connect to agent but receives an "unreachable" signal from the agent||
If you use a soft- or hardphone, the device might be turned off or male functioning.
If you are using Browser Phone, this status indicates that the registration is not working.