If you manage or monitor Mitel MiVoice Business (MiVB) users, real-time user statuses are one of your most important tools. They give you a live, at-a-glance view of what every user is doing — whether they're actively on a call, finishing wrap-up work, taking a break, or unavailable.
Understanding these statuses is essential for:
- Supervisors and managers — to monitor team performance, ensure service levels are met, and spot bottlenecks in real time.
- Workforce planners — to make staffing adjustments on the fly based on actual workload and availability.
- Users — to know how their status impacts call routing, workload distribution, and team performance.
When used effectively, real-time statuses help reduce abandoned calls, improve first contact resolution, and balance workloads across the team. They are also critical for meeting SLA requirements and identifying training opportunities.
Availability State
A simplified, consolidated view that answers: "Is this user available?"
Applies to: Any kind of user (ACD, Non-ACD, Group, both, or neither)
When to use: Best for executive or summary dashboards where you want a quick, high-level view of who's available vs. not. Used for point-in-time dashboards, not time analysis.
| Value | Definition |
|---|---|
| Offline | The user is offline. |
| Available | The user is available to receive incoming interactions. |
| Do Not Disturb | The user is in DND mode and will not receive incoming interactions. |
| Away | The user is not available to receive incoming interactions due to being on Work Timer. |
| Make Busy | The user is in Make Busy mode — preventing new interactions from being routed to them. |
| Unknown | The system cannot determine the user's current status — typically due to an error or communication issue. |
Current ACD State
The specific ACD-related state of the user (if they are an ACD user).
Applies to: ACD users
When to use: Ideal for queue- or user-level reporting where detail is critical (e.g., differentiating ACD vs. non-ACD time). Supervisors monitoring SLA compliance should use this.
Compatible counter: Time - Current ACD State (Seconds) — use to measure how long users spend in each ACD-related state.
| Value | Definition |
|---|---|
| Idle | The user is logged in, not handling any interactions, and ready to receive contacts. |
| Logged Out | The user is not logged into any group and is not available to receive calls. |
| Do Not Disturb | The user is in DND mode and will not receive incoming interactions. |
| Make Busy | The user is in Make Busy mode — preventing new interactions from being routed to them. |
| Work Timer | After finishing interaction handling, the user enters Work Timer — a brief post-call wrap-up state before becoming available again. |
Group Presence
Represents whether the user is present in any group they belong to.
When to use: Useful for staffing and routing checks, especially where users log into multiple groups.
Compatible counter: Time - Current Group Presence — use to track time spent Present vs. Not Present, helping validate staffing compliance.
In a chart filtered for a specific group, Group Presence may still show "Present" if the user is active in another group.
| Value | Definition |
|---|---|
| Present | The user is present in a group (ring group, hunt group, or pickup group). |
| Not Present | The user is not present in any group. |
| Unknown | The system cannot determine the user's current status — typically due to an error or communication issue. |
Current State
A blended, consolidated status that combines ACD and non-ACD activity.
Applies to: All users
When to use: Best for comprehensive reporting where you want a single field that reflects all user activity.
Compatible counter: Time - Current State — use to measure total time distribution across all states for productivity and availability analysis.
| Value | Definition |
|---|---|
| ACD | The user is actively handling an ACD (Automatic Call Distribution) interaction. |
| ACD Hold | The ACD interaction is on hold. |
| Do Not Disturb | The user is in DND mode and will not receive incoming interactions. |
| Idle | The user is logged in, not handling any interactions, and ready to receive contacts. |
| Incoming | The user has an incoming interaction in progress (typically ringing or alerting). |
| Logged Out | The user is not logged into any group and is not available to receive calls. |
| Make Busy | The user is in Make Busy mode — preventing new interactions from being routed to them. |
| Non-ACD | The user is handling a Non-ACD interaction (such as a manual outbound contact). |
| Non-ACD Hold | The user has placed a non-ACD inbound interaction on hold. |
| Not Present | The user is not present in any group — either not logged in or without an ACD agent under their user. |
| Outbound | The user is making an outbound call. |
| Outbound Hold | The user has placed an outbound call on hold. |
| Present | The user is present in a group (ring group, hunt group, or pickup group). |
| Unknown | The system cannot determine the user's current status — typically due to an error or communication issue. |
| Work Timer | After finishing interaction handling, the user enters Work Timer — a brief post-call wrap-up state before becoming available again. |
- Use Availability State for snapshots and live wallboards.
- Use Current ACD State with its counter for performance analysis by call type.
- Use Group Presence with its counter for staffing compliance.
- Use Current State with its counter for a holistic view of time spent across all states.
Questions? Email us at support@brightmetrics.com.