Change an agent’s ACD state – Call Center Supervisor – Enhanced Reporting

Thomas McClatchieCall Center Supervisor

Home | Business Apps | Call Center Supervisor | Change an agent’s ACD state – Call Center Supervisor – Enhanced Reporting

MENU

Print Friendly, PDF & Email

1.

Change an agent’s ACD state

To view or change an agent's ACD state:

  1. Hover over and select the agent’s name.
  2. Select Set Status and choose one of the following:
    • Available - Indicates the agent is ready to accept ACD calls and other interactions.
    • Wrap-up - Indicates the agent is concluding their session and makes them unavailable to answer ACD calls.
    • Not Available - Indicates the agent is unavailable to accept ACD calls and allows you to assign a reason code.

Click image for large view