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Manage call status
For an agent to be able to receive incoming calls, he/she must have voice calls active. The call status is changed by clicking on the button at the top right next to the avatar.
There are 3 status options:
There are 3 status options:
- On: the agent has the voice call channel active to receive incoming calls.
- Away: the agent has paused incoming voice calls. He cannot receive calls, but he can make calls and use the rest of the communication channels. This state is recommended for short breaks such as toilet breaks, lunch breaks, meetings...
- Off: the agent has deactivated the voice call channel. He/she cannot receive calls, but he/she can make calls and use the rest of the communication channels.
By default, when an agent logs into the workspace, voice calls are off. If you want to be active and available to receive calls, you must manually change the status to on.
Agent status during a call
As soon as an agent receives a phone call and answers, his status changes from available to receive calls to busy because he is on call. This means that the agent will not be able to receive other incoming calls before becoming available again.
When the agent or customer ends the call, the agent enters the after call work state to complete additional tasks before being available to take calls again. This state ends when finish button is pressed.
It is important that agents exit this state at the appropriate time to handle other conversations and without exceeding the time required, as this will be reflected in performance metrics.
It is important that agents exit this state at the appropriate time to handle other conversations and without exceeding the time required, as this will be reflected in performance metrics.
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