Installation guide

Managing agents’ status 6-24
Chapter 6: Supervising a Contact Center Queue
Wave Contact Center Administrator Guide
6 Select or deselect the This agent is signed in checkbox.
7 Click
OK to close the Agent dialog.
8
Click OK to close the Queue dialog.
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:
• 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.
• 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.
• 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.
• 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 the 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:
• The Extensions folder
• The Extensions pane in the Call Monitor folder
• 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 Chapter 3 in the Wave ViewPoint User
Guide.
Release 2.0 Service Pack 1
April 2011