Note
Italicized terms represent clickable icons on the specific screen being discussed.
Status Explanation
- (A) Ready - The Agent Status Bar is blue.
- If you selected Ready upon connecting as an Agent, this will be your initial status.
- While in this status, you are ready to make and receive calls.
- (B) On-Call - The Agent Status Bar is green.
- You are actively on a call.
- (C) Cooldown - The Agent Status Bar is yellow.
- This is a defined period by your management team immediately after ending a call.
- When you are in the Cooldown period, you are unable to make and receive calls.
- When the Cooldown period ends, you are returned to Ready status.
- You are able to select the Ready status before the Cooldown period is over by accessing the Status Bar dropdown.
- (D) Inactive - The Agent Status Bar is red.
- Multiple inactive options may be listed and are customized by your management team (Ex: Lunch, Break, Restroom).
- Selecting any of these options will keep you signed in as an Agent but make you unable to make and receive calls.
Change Status
- (E) Status Bar dropdown - Click to access and select available status options.
Offline Status (disconnecting as an Agent)
- (F) Offline - Select at the end of your shift so callers don't need to hold unnecessarily.
