Change of Agent status
- Olesya Tantsyura
The status control consists of a timer, which displays the time you are in the current state, and a drop-down list that opens by clicking on the timer field (Fig.1).
The drop-down list shows the status available for the change. Click on the needed status in the drop-down list to change it.
Fig. 1. Status control
Agent in the call center can have the following statuses:
Offline;
Online;
Pause;
Break pause.
The color of the circle next to the timer indicates the current Agent's status.
The Select a pause cause modal window opens when you choose the Pause status.
You can select a reason for the pause by choosing it from the provided options using the radio button, for example, Lunch (as shown in Fig.2). The pause causes are configured in the Admin application.
Fig. 2. Select a pause cause modal window
After clicking the OK button, the agent`s status changes to the break mode. A pause window appears (Fig. 3), which contains a timer that indicates the time the agent is currently spending in this pause.
Click the Continue work button to change the Pause status to Online.
Click the Logout button to change the Pause status to Offline.
You can change the pause cause by re-selecting the Pause status in the status control (Fig. 1). The Select a pause cause modal window opens (Fig. 2), where you can select a different pause cause.
Fig. 3. You are in break mode now modal window
The Break out status cannot be set manually. It forcibly takes the Agent offline after he missed the maximum allowable number of calls. The maximum allowable number of calls is configured in the Admin application.
A modal window opens when switching to the Break out status (Fig.4).
Fig. 4. You are in break out mode now modal window
Click the Continue work button to change the Pause status to Online.
Click the Logout button to change the Pause status to Offline.
When an Agent wants to change the status to Pause, the system checks all his Queues 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