Note
Italicized terms represent clickable icons on the specific screen being discussed.
Status Explanation
(A) Ready - The Agent Status Bar is blue.
The Ready status means you are available to accept inbound calls.
By default, you are set to Ready upon connecting as an Agent, unless you choose another option.
- (B) On-Call - The Agent Status Bar is green.
- 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 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 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 options may be listed and are customized by your management team (Ex: Lunch, Break, Meeting).
- Selecting any of these options will keep you signed in as an Agent but make you unavailable to accept inbound calls.
Change Status
(E) Status Bar dropdown - Click to access and select available status options.
Offline Status (disconnecting as an Agent)
(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.
