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User can change his current state on the status panel (Fig. 1).
Status panel elements:
1 - current status timer
2 - current status indicator
Fig. 1. Status panel
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| Status | Description |
|---|---|
| Do not disturb (DnD) | Is used only for "user" role. Does not impact the work of an agent. If the mode is set, then the user will not receive calls from the internal line. |
| Ready | The agent in this status will receive internal calls. |
| Callcenter | The agent in this status will receive calls from queues (DnD must be disabled). |
Fig. 2. Status panel of an agent
After switching to the "Callcenter" status (Fig. 3), the agent is automatically set to state "Waiting" and the system starts a timer for the time the agent stays in this state. The current status indicator shows "Ready".
When the agent is having an active call, the indicator shows the state "Busy".
| Status | Description |
|---|---|
| Waiting | The agent in this state can receive calls from queues. |
| Pause | The agent in this status will not receive calls from queues. |
| Callcenter | The agent in this status will receive calls from queues. |
Fig. 3. Agent in "Callcenter" mode
The "Pause" status can be extended by pause causes (Fig. 4). To do this, the lookup "User statuses while exchanging messages" is filled out.
Fig. 4. "Pause" status
After switching to the "Pause" status and selecting the cause for the break, the indicator of the current status of the agent displays the value "Pause" (Fig. 5) and the system starts the timer for the time spent in it.
Fig. 5. Agent in "Pause" status
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If post-processing is configured on the Webitel side, then after the call from the queue ends or the chat is closed, the system transfers the operator to the "Post-processing" status (Fig. 6).
"Post-processing" is a pause between calls. The duration of this state is specified in the "Wrap up time" field on the "Timing" detail page of the Team the agent is a member of.
Fig. 6. "Post-processing" state
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The duration of this state is specified in the "No answer delay time" field on the "Timing" detail page of the Team the agent is a member of.
Fig. 7. "Missed" state
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You need to open the "System Designer" (Fig. 8).
Fig. 8. Open System designer
In the system designer, find the "System settings" section (Fig. 9), and open the "Lookups" subsection.
Fig. 9. Lookups subsection
In the section, find the lookup "User statuses while exchanging messages" (Fig. 10).
Fig. 10. Lookup "User statuses while exchanging messages"
The directory displays a list of causes for user states (Fig. 11).
Fig. 11. Add a status
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| Warning | ||
|---|---|---|
| ||
To add a cause for a break in the lookup, select "On break" - "Webitel". |
Fig. 12. User statuses
Changes made in the lookup will be applied after you log in the system again (Fig. 13).
Fig. 13. Pause reasons
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