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 agent's Presence status is switched to "available").
Agents cannot directly influence this status and cannot select it from a drop-down menu like the Presence status. However, certain actions trigger the Line-status. For instance, if an agent is in 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 also is "Available".|
|selected & scheduled||In these two very short line statuses, agents are selected for a call and the call is being scheduled for them|
|ringing||This status indicates that an agent is being called by the babelforce platform.|
|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 the babelforce manager app in each queue.|
|originated||Status when agent is selected to be called.|
|busy||The platform tries to connect to an agent but receives a "busy" signal from the agent's device.||This status only shows 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.
This line status also leads to the finish reason "busy"
|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 on "declined" until the maximum time was reached. This maximum time is defined in the Global Settings section.|
|unreachable||The platform tries to connect to an agent but receives an "unreachable" signal from the agent.||
If you use a soft- or hardphone, the device might be turned off or is mal-functioning.
If you use a Browser Phone, this status indicates that the registration is not working.