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APPENDIX C. SUPERVISING A CALL CENTER QUEUE C-19
3. Check or uncheck This agent is signed in.
4. Click OK to close the Agent dialog box.
5. Click OK to close the Queue dialog box.
Changing an agent’s personal status
A agent who has the permission Change an agent’s personal status set to Allow can
directly change the personal statuses of agents in the queue. A supervisor can use this
feature in the following situations:
Q When agents are prevented from changing their own personal status. In this
case you must manage their workflow for them, changing their personal status
to begin and end their workday and to let them take breaks.
Q When agents leave their phones and forget to change their personal statuses
themselves. In this case, you can set the personal statuses of the agents to On
Break.
Q When the queue is configured to automatically place agents On Break if they
let calls from the queue go unanswered. In this case, you ensure that agents
become ready when they return to their desks.
Q When agents leave for the day and are still ready. In this case, you can change
their personal statuses to make the agents unavailable.
Important: If agents leave at the end of their workday without making themselves
unavailable, you must make them unavailable before the start of the next workday, or
reports data will be inaccurate.
To change an agent’s personal status
1. In ViewPoint, select the agent on the appropriate tab in any of the following
locations:
Q The Extensions folder
Q The Extensions tab of the Phonebook pane in the Call Monitor folder
Q The Agents pane in the Queue Monitor folder
2. Choose Actions > Apply Personal Status, and then select a personal status.
For more information about how to use personal statuses, see Strata CS User Guide
for ViewPoint.