allows you to change your status by selecting a status button in the Control Panel. When you are logged in to , you may or may not be ready to accept new interactions. Choose a status that fits your situation:
Note: The Configuration Manager administrator can allow agents to handle up to six chats with customers or an unlimited number of chats with other agents of the same tenant and at the same time.
Note: If you do not route an outbound call through a queue, your status remains unaffected. If your status is Available while placing an outbound call, you are open for incoming interactions.
|Status||Description||Where to access?||Receive new interactions||Available statuses|
|Available||The agent is available to receive new interactions.||Click Available in the Control Panel.||Yes||
|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||
|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 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. Access to all features is disabled.||Click Take Break 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.
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