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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.


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