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.While in this status, you are ready to make and receive calls.

  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.

This is a defined period by your management team immediately after

• Upon ending a call

.When you are in the Cooldown period, you are unable to make and receive calls

• , 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

are able to select the Ready status

• 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,

  Restroom

  Meeting).

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