Agent Readiness - An Overview
Updated
Overview
In modern contact centers, ensuring consistent communication between agents and customers is critical. Technical issues such as microphone malfunctions, WebRTC connectivity problems, or unexpected system outages can disrupt the agent experience and lead to missed calls, reduced customer satisfaction, and inefficient operations.
To address these challenges, the Agent Readiness framework provides three core capabilities that help agents stay prepared and help supervisors maintain operational reliability:
Agent Readiness Widget
Restrict Status Change
Agent Heartbeat Mechanism
Challenges Addressed
Agents Marking Themselves Available Despite Technical Issues
Agents may switch to Available even when their microphone is muted or their WebRTC connection is unstable. This leads to:
Poor customer experience
Increased call abandonment
Calls routed to agents who cannot answer them
Missed Calls Due to Unexpected System Outages
When an agent’s system goes offline unexpectedly, it may result in:
Missed calls
Lower service levels
Inefficient workload distribution
Prerequisite
1. Enable Agent Readiness
Before an agent can see the Agent Readiness widget, an administrator must enable the feature:
Go to Unified Routing.
Select Agents.
Open the agent record by selecting More actions (⋯) and then click Edit.
Navigate to Voice Settings and then scroll to the Agent Readiness section.
Turn on Enable Agent Readiness.
2. VoIP Calling Setting
To access and enable VoIP Calling,
Go to Unified Routing.
Select Agents.
Open the agent record by selecting More actions (⋯) and then click Edit.
Navigate to Voice Settings and then scroll to the Agent Readiness section..
Choose Enable VOIP or Disable VOIP depending on how the agent will place and receive calls.
How VoIP Calling Changes the Widget
When VoIP Calling = Enable VOIP
The widget displays WebRTC‑based technical readiness indicators:
Microphone Connected
WebRTC Connected
This version appears when the agent uses browser‑based VoIP calling.
When VoIP Calling = Disable VOIP
The widget displays a simplified layout:
Agent status only
Status timer
No microphone or WebRTC indicators appear because PSTN calling does not rely on browser device readiness.
3. Call Handling
How to Access the Call Handling Setting
The Call Handling setting is located on the same configuration page as VoIP Calling and Agent Readiness:
Go to Unified Routing.
Select Agents.
Open the agent record by selecting More actions (⋯) and then click Edit.
Navigate to Voice Settings and then scroll to the Call Handling section.
Choose Enable Call Handling.
Impact on the Agent Readiness Widget
When Call Handling = Enabled
The Agent Readiness Widget can appear normally (depending on the agent’s state and other settings).
When Call Handling = Disabled
The Agent Readiness Widget does not appear, even if:
Agent Readiness is enabled
VoIP Calling is enabled
The agent selects a non‑productive status
Key Features
The Agent Readiness Widget provides real‑time visibility into an agent’s system health. It appears as a floating panel on the lower-left side of the screen and is visible only when the agent is in a Non‑Productive status.
When the Widget appears
The widget displays when the agent selects any Non‑Productive status, such as:
Unavailable
Busy
Manual Call
Tea Break
Any other non‑productive state
The widget does not appear when the agent selects a Productive status such as Available.
Moving the Widget
Agents can reposition the widget anywhere on their screen.
To move it:
Hover the cursor anywhere on the widget.
Click and hold.
Drag it to the desired location. Note that a special drag handle is not required. The entire widget is draggable.
Closing or Hiding the Widget
The widget cannot be manually closed or disabled.
It automatically disappears only when the agent switches to a Productive status.
Key Capabilities Within the Widget
Microphone Status: Alerts agents when
The microphone is muted
The wrong device is selected
The browser audio permissions are incorrectly configured
WebRTC Connectivity Updates: Provides real‑time updates on WebRTC health, including:
Connection drops
Poor network quality
Browser‑level issues
Readiness Status: Allows agents to mark their availability accurately based on system readiness.
Built-in Troubleshooting Assistance
The widget includes access to Knowledge Base with guidance on resolving common issues such as:
Microphone Problems: Guidance on device selection and common fixes.
WebRTC Issues: Steps for checking network settings, clearing browser caches, etc.
Restrict Status Change
This feature prevents agents from switching to Available if their system is not ready.
How It Works
If microphone or WebRTC issues are detected, the agent is blocked from selecting Available.
The system displays guidance on how to fix the problem before allowing the status change.
Impact
Improved Call Routing: Calls are directed only to agents with stable connections.
Fewer Dropped Calls: Enhances the customer experience by reducing interruptions.
Efficient Operations: Encourages agents to promptly address technical issues, minimizing downtime.
Agent Heartbeat Mechanism
The Agent Heartbeat continuously monitors agent connectivity and system readiness in the background.
Customization
Admins can configure
Heartbeat intervals
Timeout thresholds
Impact
Ensures calls are routed only to ready agents
Prevents downtime caused by silent disconnections
Improves efficiency and resource utilization
Business Impact
For Customers
Smoother interactions
Fewer disruptions from technical issues
More consistent service
For Agents
Proactive guidance for resolving issues
Fewer unexpected call failures
Clear visibility into readiness
For Contact Centers
Improved resource utilization
More accurate routing
Reduced downtime
Stronger overall performance