Page Comparison

(A) Ready - The Agent Status Bar is

green.

• The Ready status means you are available to accept inbound calls.

• By default, you are set to Ready upon connecting as an Agent,

  this will be your initial status.The Agent Status Bar is blue indicating you are ready to make and receive calls.

  unless you choose another option.

(B) On-Call - The Agent Status Bar is

blue.

• The Agent is

  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

is a defined period

• 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

immediately after ending a call

• .

• When

you are in

• the Cooldown period ends, you are

unable to make and receive calls.
• This is only applicable when connected to CallPotential via computer.
When

• automatically returned to Ready status.

• You can manually set yourself back to Ready Status before the Cooldown period is over

, you are returned to Ready status.

• 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,

  Restroom

  Meeting).

• Selecting any of these options will keep you signed in as an

  agent

  Agent but make

  you unable to make and receive calls.

  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.

(E) Status Bar dropdown - Click to access and select available status options.

(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.