STATUSES- Administrator Guide -
Statuses
Perform definitions such as customizing the status color, setting limits. Statuses are defined for users with the customer representative role registered in the system. You can select or disable any status you want for agents. You can determine whether a specified status is included in the calculation of the productivity of agents. You can enable the status selection in the Supervisor property. You can enable agents to reserve the status while they are calling. You can disable the use of other teams while activating a specific status for a specific team property.
When the call lands on the agent screen, the Ringing status becomes active.
When you answer the call, you switch to Talking status.
If the customer is placed on hold, the Hold status becomes active.
When the call ends, the Wrap-up part is active until the agent becomes ready.
When the chat is answered, it goes to Chat status.
After clicking on the ready status, it becomes ready to receive calls. Calls are not received in statuses other than Available status.
ACW status is After Call Work status that can be used for post-call operations.
Short Break status is designed for break uses
Lunch status is designed for meal break uses
The In Training status is designed for training, and the Meeting status is designed to measure the time spent in the meeting.
Apart from these statuses, special statuses can also be defined and selected from the Special Status box.
You can select a different color for each status in your operation.
SPV Alert
Notification on the supervisor screen for the agent that exceeds the specified time (sec)
Agent Alert
Pop-up notification on the agent screen when the specified time is exceeded (sec)
Alert Duration
Define In terms of seconds how long will the triggered popup be visible. It is advised that the time you define in the popup (sec) fields to be greater than the one in this field. The default value is 3 seconds.
Agent Limit
A value of 0 disables limit control at the specified status. If the limit for a short break is 5, 5 people can choose it at the same time. If -1 is set, the status cannot be chosen by anyone.
In addition to the default statuses in the system, you can specify custom statuses according to your needs in the operation.
Pending calls are defined on the supervisor screen to track pending calls and receive alerts.
To create a waiting call alarm, for example, if the number of calls is 1, a call alarm can be set, or an alarm can be created from the duration of the call. For example, if 60 seconds is mentioned, if a call waits for more than 60 seconds, an alarm will occur in the supervisor.
If you want to set a status limit in the operation, this must be enabled in the advanced settings field.
Similarly, it must be activated through advanced settings so that agents can choose backup status.
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