Definition: The “Available” state refers to the status of call center agents or customer service representatives when they are ready and actively available to handle incoming customer interactions. It indicates that agents are prepared, logged into the system, and equipped to accept and engage with customers through various communication channels such as phone calls, live chats, emails, or social media platforms.
Component of: Utilization
Importance: The available state is crucial for delivering efficient and effective customer service. It ensures that customers can connect with agents promptly and receive timely assistance or information. Being available enables agents to address customer needs, resolve issues, and contribute to overall customer satisfaction and loyalty.
Alternate Terms: Ready state, Active state.