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joe.conger
Beginner

Finesse Supervisor - Team Performance

What does the phone icon represent?  In my lab I generated the same Agent State but it didn't have the phone icon on my test.

 

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Thomas G. Johannesen
Contributor

It means the agent has an outgoing call (that is connected to the called party)

 

Hope that helps

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Please rate all useful posts and mark as answer if it solves your issue

Is there documentation for these symbols?  The "Not Ready-Called Not Answered" is an inbound agent call that the agent refused to answer within the CSQ - resource time.  A phone in "Reserved" state can't make an outbound call though Finesse.  While in "Reserved" I made an outbound call on my Primary DN.  That didn't generate the symbol either so I still confused how that is generated.

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