Meaning: A state when a call center agent is logged in on the phone but not taking in calls. And no, the agent is not on break schedule either. He/she was either pulled out for a training, coaching and meeting OR simply lucky that there are just few customers calling in for the day.
Normal call scenario:
Agent: Please close all the windows that are open on your screen.
Caller: Okay, I'll do that.
---after 5 mins---
Caller: Sorry, it took so long.
Agent: That's alright. Now, could you please open control panel?
Caller: How do I do that? And what will I do about these many Internet Explorer programs on my screen?
Agent: Ahm... Didn't you close those windows down earlier?
Caller **laughs**: I thought you were asking me to close the windows in my house.
Closing Spiel: Again, this is Yallit and thank you for visiting. Have a Nice Day!
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