Page History

Agents have the ability to update their current status and set their post-call status. Supervisor level users and higher can also change an agent's status. 

Setting Agent's Current

...

Status (

...

Agent Level User)

An agent can update their status by:

...

1. Available: Agent is ready to receive calls from a queue. This status is equivalent to the Agent being Idle.

2. Wrap: Agent is not on a call but completing work related to their last call.

3. Talking: Agent is engaged with a caller.

4. Break: Agent has stepped away and should return shortly. No calls will be offered to the Agent while in this status.

5. Lunch: Agent is away at lunch. No calls will be offered to the Agent while in this status..

6. Outbound: Agent is engaged in an outbound call to a customer.

7. Offline: Agent is logged out of Flow. No calls will be offered to the Agent. When  set set to Offline the Agent is also disconnected from the extension they were connected to.

...

The Agent status toggle is displayed after clicking the Flow logo or their own name  in the upper left corner

Setting Agent's Post-Call Status (

...

Agent Level User)

Agents can also set their Post Call Status, which will automatically transition the Agent’s status after exiting from Talking, Wrap, or Outbound. This is primarily used for Agents to indicate they will be leaving for an extended period of time (Offline), going on break, or taking lunch. By setting Post Call Status, operations continue seamlessly without Agents transitioning to Available after finishing interactions with a customer where the possibility of another call being offered to the Agent could occur.

...

1. clicking on the on the current post-call status in the upper-right corner of the Agent Dashboard under the Queue information
   
   
   
2. selecting a status form the list.
   

 Setting Agent's Current Status (by Supervisor Level User)

Supervisors can also change an Agent's status by:

...