Why am I inactive?

Reasons why you may be listed as Inactive

Table of Contents

1. Inactive vs. Active

When logged into the agent interface, you will see that your "Status" will be listed as active immediately after signing on. Throughout your day, you may notice that you have been moved to Inactive Status. This is indicated by your name highlighted in green (Active) or yellow (Inactive). If you are inactive, you will not be able to take calls. What tare the reasons

2. Inactive - Unavailable

If you notice that you are being changed to inactive when a call comes in and the status says "Inactive - Unavailable", don't panic! This is how the system is supposed to perform; In order to prevent multiple calls from coming into you all at once.

3. Inactive - On-call

You should only see this Inactive Status if you are on a call. If you are not on a call and you are seeing your status as "Inactive - On-call", then you should contact customer support as soon as possible, either using the "Chat Now" button (red arrow) at the bottom right of the screen, or the Support number (green arrow) located at the top right of the screen.

4. Inactive - No-Answer

This status will show if a call rings to you, you do not answer the call, and the call rolls over to the next agent in the queue. If you do not hear the phone ring or are unable to answer the call, yet are still set to this status, contact customer support (see Step 3) as soon as possible.

5. Inactive - (Reason)

Along with the system defaults, there are other inactive reasons that can be added by an administrator*. These could include Lunch, Errands, going to the bank, etc. If any of these are set without you going in and setting them yourself (by clicking the status button [red arrow]), contact support as soon as possible (see Step 3).


*If you would like reasons added to the inactive reasons list, either contact an administrator and request they make the changes, or have the administrator reach out to us for the changes to be made.