Reference
Call states, availability statuses, how your figures are calculated, troubleshooting, and who to contact.
Lookup material for use during a shift: what each state means, how your figures are calculated, what to do when something stops working, and who to contact.
Call states
The screen moves through a fixed sequence of states. The state you are in decides which controls are available.
| State | What is happening | Controls available |
|---|---|---|
| Waiting | No call. The waiting screen is shown. | None. Your status control only. |
| Incoming | A call is being offered. The incoming call window is open. | Accept this call only. |
| Connected | You are speaking to the caller. | All five call controls. |
| On hold | The caller is holding and hears music. | Resume, and the other controls. |
| Wrap-up | The call has ended; you are recording the outcome. | Disposition, notes and Complete. |
Reaching wrap-up. Wrap-up follows every connected call, whether you ended it, the caller hung up, or you transferred them out. The window notes which of these happened.
Availability statuses
Your status is separate from the call state. It controls whether calls are offered to you at all. Three you choose, two the system applies.
| Status | Set by | Calls offered | Notes |
|---|---|---|---|
| Available | You | Yes | The only status in which calls reach you. |
| Not ready | You | No | A reason is recorded. Use for breaks. |
| Offline | You | No | End of shift. |
| Busy | System | No | Applied while you are on a call. Cannot be changed by hand. |
| Wrap-up | System | No | Applied during after-call work. Clears when wrap-up completes. |
Closing the browser is not signing off. Your status persists after the tab closes. Set Offline at the end of your shift.
Performance metrics
Five figures appear across the top bar. They cover the current day and update as you work. The definitions below are those the reporting system uses.
| Figure | What it counts |
|---|---|
| Calls today | Calls you handled today. A call counts once you are connected — offers that lapsed or were routed elsewhere do not count. |
| Resolutions | Handled calls whose disposition counts as a resolution. Today that means Resolved, together with the completed, sale and first-contact-resolution families used elsewhere in reporting. |
| Resolutions Rate | Resolutions as a share of the calls you handled. |
| AHT | Average handle time: talk plus hold plus wrap-up, divided by calls handled. Time spent in wrap-up counts, so completing wrap-up promptly lowers it. |
| Occupancy | Time spent handling calls as a share of the time you were signed in and not offline. Capped at 100%. |
Two things worth knowing.
Your disposition drives two of these. Choosing the wrong one in wrap-up moves both your resolutions and your resolution rate.
Not ready counts against occupancy. Breaks are part of signed-in time, so a long break lowers the figure. Time spent offline does not.
Figures may show a dash. A dash means there is nothing to calculate from yet — usually no calls handled so far today. It is not an error.
Troubleshooting
The caller cannot hear me
- Check you are not muted — the first control reads Unmute if you are.
- Check the microphone permission in your browser.
- Check your headset is the default input in your computer's sound settings and its own mute switch is off.
I cannot hear the caller
- Check the volume on your headset and on your computer.
- Check your headset is the default output device.
- If the call is on hold, they cannot hear you and you cannot hear them — select Resume.
No calls are arriving
- Check your status reads Available. Nothing is offered in any other status.
- Check the waiting screen says it is waiting for your next call rather than showing a go-available button.
- If your status is correct and nothing arrives, there may be no calls queued for your team. Ask your supervisor.
A control does nothing
Controls are briefly unavailable while the previous instruction is carried out. If one stays unavailable, check for a message where the controls are — the action may have been refused, and the message explains why.
The pause control refused
The recording is still running. Do not take card details. Ask the caller to hold and follow your organisation's fallback procedure for payments.
The screen will not load, or I am signed out
- Reload the page. You may be asked to sign in again; sessions expire.
- If a call is in progress, reloading does not end it — the call continues and the screen reconnects.
- If the page still fails, report it rather than repeatedly reloading during a shift.
Do not close the tab mid-call. Closing the tab during a call leaves the caller connected with no one at your end. End the call properly, or if the screen is unresponsive, tell your supervisor immediately.
Support escalation
Who to approach depends on what is wrong.
| Ask | For |
|---|---|
| Your supervisor | Help on a live call; a caller you cannot resolve; no calls arriving; questions about your figures or coaching; which queues you are in. |
| An administrator | Sign-in failures and password resets; missing skills, teams or queues; workflows that are absent or failing; customer fields that are wrong or missing. |
| Report a fault | Audio failures affecting several calls; a control that refuses repeatedly; the screen failing to load. Follow your organisation's fault-reporting route. |
What to include in a report. The time it happened, the caller's number if you have it, what you were doing, and the exact wording of any message on screen. That is usually enough to trace the call.
Anything involving recording or payments. Report a failed pause, a call recorded that should not have been, or a caller who objects to being recorded, straight away rather than at the end of your shift. These are compliance matters.