Overview: Home list Status column in Queue (Edify App)

Edify App > Queue > Home list status column in Queue (Edify App)

This article provides an overview of the Status column in Home list, which is an area of Home in Queue in Edify App.

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The Status column in Home list is where you see the current state of an interaction.

Once an interaction is created in Queue, the interaction status in Creating status. Then, from there, the interaction can take on many different states during its life in Queue.

Here’s an example. Once a queue user is assigned to the interaction, the interaction is in ‘Connected status. Then, if the queue user places the customer on hold, the interaction changes to Hold status. These are just a few examples of statuses for an active interaction.

Then, once an interaction is closed, the life of the interaction has ended and it’s no longer collecting age or changing statuses. Instead, the interaction is done and the status officially changes to ‘Completed’. You’ll see interactions with this status only when you’re looking over Home list with a completed view enabled instead of a live view.

Interaction statuses

Below are names and definitions for all of the possible interaction statuses. All interactions start in Creating status and they all end in Completed status.

  • Creating: The Creating state is the initial status of an inbound voice interaction before it’s officially sent to the queue and delivered to the first user.

  • Open: The Open state is the status of an interaction that doesn’t currently have an assigned user. This happens in a few different ways. Interactions can leave Pending or Bot status and change to open status as Edify looks for the next available user. Another way this occurs is when an interaction is unassigned from a user and changes to Open status until the interaction becomes assigned to the next available user.

  • Pending: The Pending state is the status of an interaction that occurs when Edify has assigned the interaction to an available user and is ringing that user in the queue. The interaction remains in this status for the full length of the user’s configured ring time unless that user rejects the interaction at some point during the ring time. After the interaction rings the user for their full ring time and they don’t accept it or they specifically reject the interaction, it moves into Open status and Edify looks for the next available user to ring. However, when the user accepts the interaction, the interaction moves into Connected status.

      • Edify admin/manager note:

          • Workflows - It’s important to understand that the system can’t send the interaction down a workflow experience when it’s in Pending status, like a timed workflow or max wait workflow.

          • Q Auto Pause - Depending on your user settings, your status can automatically change to “Q Auto Pause” if you miss or reject an interaction that Edify delivers to you. If this happens, then you have either opted to reject the interaction (i.e. a reject event), or didn’t respond to the interaction at all (i.e. a clear event), while the interaction was in ‘Pending’ status.

  • Bot: The Bot state is the status of an interaction that’s sent to a workflow or queue voicemail. This happens when there aren’t any available users to ring, the customer has waited too long to be connected to a user, or you have timed workflows configured to run at a certain time point. Interactions are moved to this status when they are sent to any of these experiences: timed workflows, max wait (queue voicemail or workflows), and exit no agents (queue voicemail or workflows).

  • Connected: The Connected state is the status of an interaction that’s assigned to a specific user. While in this status, the assigned user has the ability to control and manage the interaction. Connected status is also the first status that an outbound interaction displays.

  • Hold: The Hold state is the status of a voice interaction when the assigned user places the phone call on hold. This means the customer is hearing hold music as the assigned user is working on resolving the issue.

  • Blind Transfer: The Blind Transfer state is the status of an interaction that’s going through a blind transfer. This means that the current assigned user is sending the interaction to a different user without completing a hand off to that person to explain the purpose of the transfer.

  • Attended Transfer: The Attended Transfer state is the status of an interaction that’s going through an attended transfer. This means the assigned user is sending the interaction over to a different user after providing a hand off to explain the purpose of the interaction.

  • Wrap Up: The Wrap-Up state is the status of an interaction that’s just executed a closing event, like the user just clicked the Close: Resolved button, and the user is no longer connected to the customer. This means the user is now actively working on dispositioning tasks and completing other post-interaction work to prepare for the next interaction.

  • Completed: The Completed state is the status of an interaction that’s cleared from the queue. This means that the interaction was either manually closed by the user or automatically closed by the system. Once the interaction is in the Completed status, the interaction can’t be moved to another interaction status.