While logged in, there are times when Agents may need to set themselves as inactive to take a break from accepting inbound calls (lunch, break, etc). This guides shows how to manage the inactive reasons Agents will have to choose from.
Note
Italicized terms represent clickable icons on the specific screen being discussed.
Terms in blue are links to additional information about the described functionality.
You must be signed into the Web Client as an Administrator to access the Settings icon and edit inactive reasons.
Access
(A) Settings icon - Click to access all available administrative settings.
- (B) Contact Center Configuration - Click to access all available Contact Center Configuration settings.
- (C) Inactive Reasons - Configure Contact Center will open by default, click to access a list of all inactive reasons.
Edit Reason - Note: Certain system inactive reasons will not have the edit icon and cannot be edited. Updates to inactive reasons will immediately become available in the callbar and dashboard for Agents who are logged in.
(D) Edit - Identify the reason you wish to edit and click to make edits.
(E) Inactive reason name - Enter the edited reason name.
(F) Save - Click to save changes and close the editing window.
(G) Cancel - Click to discard any changes made and close the editing window.
- (H) Delete - Click to remove the reason from the list.
Add New Reason - Note: New inactive reasons will immediately become available in the callbar and dashboard for Agents who are logged in.
(I) Add New Reason - Enter the reason you wish to appear as an available option, then click the (J) + sign to make the reason available for use.
