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Setting Your Status

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. allows you to change your status by using the status buttons in the Control Panel. When you are logged in to the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions., you may or may not be ready to accept new interactions. Choose an status that fits your situation:

Table 3 provides an overview of the agents statuses:

Table 3: Summary of Agent Console tools and options available for each type of agent status

AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents. status Description

Where to access?

Receive new interactions Available statuses

Available

The agent is available to receive new interactions. Click Available button in the control panel.

Yes

  • Work Offline
  • Take Break

Busy,
In Progress

The agent is busy handling a queued interaction. Automatically changes as soon as the agent accepts a queued interaction.

No

No other status is available during the Busy status until the agent finishes the transaction.

Post Processing

The agent has ended an interaction and is preparing to wrap up. Automatically changes to Post Processing as soon as the agent ends the interaction.

No

No other status is available until the Post Processing time is out. The time is determined by your contact center administrator.

Working Offline

The agent is not available to receive new interactions, but all the features are enabled and accessible. Click Work Offline button in the control panel.

No

  • Available
  • Take Break
  • Log Out
Busy (Stop New) The agent has accepted a chat and chooses to stop new interactions to wrap up the chat session that is already in progress. This status blocks all queued interactions to this agent. Click Stop new button offered during Busy status. This button is only visible when the agent is handling a chat interaction. To receive more chats click Resume.

No

No other status is available during the Busy status until the agent finishes the transaction.

On Break

The agent is not available to receive new interactions. The access to all features are disabled.

Click Take Break button in the control panel. You are automatically placed on break when you reject a queued interaction.

Note: The control Panel becomes unavailable when the agent changes the status to On Break.

No

  • Available
  • Work Offline
  • Log Out

Working Offline

In the Control panel, click Work Offline to prevent the Agent Console from offering you new interactions, but you can retain the ability to access all features. Change your status to Working Offline, if you are processing the current interaction, updating the CRM data for a previously received interaction, or taking a break. Regardless of why you are Working Offline, the Agent Console is not permitted to offer you a new interaction.

Taking Breaks and Other Unavailable Statuses

In the Control panel, click Take Break to become unavailable to receive new interactions, and disable access to all features.

 


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