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Selecting Status Codes

If your Virtual Contact CenterA contact center that enables agents to be located in different geographical locations yet managed as if they were located in the same physical location. includes the optional agent status codes feature, your contact center administrator has created status codes that identify reasons for a status change. When you select a status change button, the codes show up prompting you to select one.

For example, if you choose to change your status by clicking Working Offline, the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. displays a list of reasons for working offline. Depending on your contact center's code definitions, the reasons may include Attend Meeting, Attend Training, or Finishing Case Work. You must choose a status code before you can complete the status-change operation.

The procedure in this section assumes your Agent Console includes the optional Status CodesThe Status Codes feature enables agents to supply supplemental information about why they changed their state. Status Codes provide enhanced workforce planning and management. For example, status codes could be created for different categories of breaks such as Break for Lunch, Break for Meeting, and so on. feature.

Figure 16: Agent Console, selecting status code

To choose a status code:

  1. In the Control panel, click a status button.

    For a list of statuses, see Setting Your Status, on page 1.

    The Agent Console displays a list of status codes for the selected status.

  2. Select a code from the list. Your status changes to the desired state.

    The Agent Console applies the status. The status and associated status code appear in the contact center's historical reports.

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