User guide

Selecting a personal status 3-7
Chapter 3: Using Personal Statuses
Wave ViewPoint User Guide
If you are an agent in a Contact Center queue, note the following:
• You can make yourself available for queue calls by selecting either Available or
Available (Queue Only).
• You can make yourself unavailable for queue calls by selecting any status other than
Available (Non-Queue), Available (Queue Only), or On Break.
Selecting a personal status
You can select a personal status using ViewPoint or the phone.
Selecting a personal status in Viewpoint
Use any of the following methods to select a personal status in ViewPoint:
• Click the Personal Status button on the status bar, and then select a personal status.
• Choose
Tools > Personal Status and then select a personal status.
• In the Personal Statuses folder, select a personal status and then choose
Actions > Set as
Active
.
Selecting a personal status using your phone
You can select a personal status on the phone in the following ways:
• Log on and press
6 1. You can select the Available personal status quickly by picking up
the phone and pressing
*50.
• For Contact Center agent statuses, pick up your phone and press
*51 through *53. Use
these quick commands to begin and end your shift and to go on break. See “Starting and
ending your shift, and taking breaks” in Chapter 5 in the Wave Contact Center
Administrator Guide.
Release 3.0
October 2012