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.
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.
Fig. 4. Pause
When an Agent wants to change the status to Pause, the system checks in all Queues to which it is assigned whether there is a restriction; the restriction to go out of pause is set in the Access to pause when there are more online agents than: field on the Parameters tab.
An Agent cannot go into pause if the number of Agents in online status is equal to or less than the number entered in this field. In this case, when trying to switch to the pause mode, the Attention modal window opens (Fig.5).
Fig. 5. Attention modal window
When this limitation is enabled, the number of Agents in pause status is displayed in the right panel of the General info tab in the format X/Y (Fig.6), where:
X - how many Agents are in the pause mode at the moment;
Y - total number of Agents that can be in pause mode at the moment - the number of Agents online minus the limit entered in the Access to pause when there are more online agents than: field.
Fig. 6. Displaying the number of Agents in paused status
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