Change of Agent status

To change the status, you must click on the status change menu. A drop-down list will open from which the status you want to go is selected (Fig.1).

Fig. 1.  Status change menu

There are the following statuses:

- offline;

- online;

- pause.

The circle`s color next to the timer indicates the Agent's current status.

There is another status that cannot be set manually. This is the Break out status - forcibly takes you offline. This status is set when an Agent has missed the maximum number of calls allowed, specified in the Max no answer field on the Timing tab of the Team that the Agent is a member of. The modal window opens when switching to the Break out status (Fig.2).

Fig. 2. Break out

The Agent is transferred to the Online status when you click the Continue work button.

The Agent is transferred to the Offline status when you click the Logout button.

When you select the Pause status, the Select a pause cause modal window opens in which you must specify the reason for the pause by selecting it from the provided options using the radio button, for example, Lunch, as shown in Fig. 3.

Fig. 3. Select a pause cause modal window

The Agent enters the pause after clicking the Ok button. The Pause modal window opens (Fig.4), which displays a stopwatch that shows how much time has passed since the transition to the pause status.

Fig. 4. Pause

The Agent is transferred to the Online status when you click the Continue work button.

The Agent is transferred to the Offline status when you click the Logout button.