Italicized terms represent clickable icons on the specific screen being discussed.
Status Explanation
Options are customizable by your management team and may differ slightly from this example
Italicized terms represent clickable icons on the specific screen being discussed.
Access & Status Selection - Selecting Offline will disconnect you as an Agent.
- (A) Status Bar dropdown - Click to access status options.
(B) Options - Choose a reason why you are unavailable to accept calls such as Busy or Reserved.
Impacts of an inactive option - To become an active Agent again, click the dropdown and choose Ready.
unless you choose another option.
(B) On-Call - The Agent Status Bar is blue.
You are actively on a call.
Will say Connected to # after connecting the call.
(C) Cooldown - The Agent Status Bar is yellow.
Upon ending a call, you will automatically be set to Cooldown status. This brief period allows you to wrap up any notes, etc before being presented with another call. The Cooldown period is set by your management team.
When the Cooldown period ends, you are automatically returned to Ready status.
You can manually set yourself back to Ready Status before the Cooldown period is over by accessing the Status Bar dropdown.
(D) Inactive - The Agent Status Bar is red.
Multiple inactive status options may be listed and are customized by your management team (Ex: Lunch, Break, Meeting).
Selecting any of these options will keep you signed in as an Agent but make you unavailable to accept inbound calls.
A status that may be assigned to you is No Mic. This happens only when you are connected via computer. Before accepting or placing your first outbound call, the system will have asked to use your headset's microphone which it will remember for your entire session. You may have selected Block instead of Allow or your headset might not be connected. To fix this, first confirm your headset is connected to your computer and then allow access your microphone by going into Chrome's settings.
Change Status
(E) Status Bar dropdown - Click to access and select available status options.
Offline Status (disconnecting as an Agent)
(F) Offline - It's very important that you change your status to Offline at the end of your shift. This disconnects you as an active agent and ensures callers won't hold unnecessarily if there are no available agents.
