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Note

If you selected Ready upon connecting as an Agent, your status will display Ready and the Call Bar will be blue. At this point, you are an available Agent able to accept calls. To change to an inactive status and become unavailable to accept calls, complete the steps below.

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.
    • The Agent Status Bar is blue indicating you are ready to make and receive calls.


  • (B) On-Call - The Agent Status Bar is green.
    • The Agent is 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.
    • This is only applicable when connected to CallPotential via computer.
    • When the Cooldown period is over, you are returned to Ready status.


  • (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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