Presence Overview

Topic Overview

ContactAtOnce! uses the concept of ‘presence’ to drive many aspects of the application. Presence is the concept of is a person ‘present’ at their computer. Presence takes into account whether an individual is logged in or not and, if logged in, whether there is current keyboard or mouse activity on that computer.
Back to Top

Agent Presence

ContactAtOnce! continuously monitors the presence of each agent. An individual’s presence is assessed as one of four states:

Online – Agent is logged in and active at computer – as measured by keyboard and/or mouse activity.
Away – Agent is logged in but no recent keyboard or mouse activity has been observed
Extended Away – Agent is logged in but no recent keyboard or mouse activity has been observed. Extended Away occurs after Away status
Offline – Agent is not logged in or Agent has specified ‘Agent Offline’ as status

See Automated Desktop for more information.
Back to Top

Aggregate Presence

ContactAtOnce! summarizes, or aggregates, the presence of each agent at an advertiser location to determine the advertiser presence. Advertiser Aggregate Presence is derived according to the following business rules:

Online – At least one Agent is in Online status
Away – No agents in Online status and at least one Agent in Away status
Extended Away – No agents in Online or Away status and at least one Agent in Extended Away status
Offline – No agents in Online, Away or Extended Away status

Back to Top

IM Client Controls

The ContactAtOnce! provided IM client monitors provides two manual and two automatic presence controls. Manual presence controls:

Online – Indicates that Agent wishes to be considered online, subject to automatic keyboard and mouse activity monitoring. Agent will be deemed to be online as long as there is current keyboard or mouse activity
Agent Offline – Indicates that Agent wishes to be considered offline. Agent will be deemed to be offline

Automatic presence controls monitor mouse and keyboard activity and based upon those observations switch the Agent between the statuses of