Cbecker: Created page with "== What is a Call Center Agent Status? == An agent's status describes what that user is doing at a given time. If the agent needs to be unavailable from the call queue to perform other tasks, a status other than "available" can be selected. The Call Center Managers can create different statuses to provide more granular metrics to see what their agents are doing and the time spent on those tasks. == Creating Custom Statuses == To create custom statuses, first, click on t..."

2023-07-13T16:49:19Z

Created page with "== What is a Call Center Agent Status? == An agent's status describes what that user is doing at a given time. If the agent needs to be unavailable from the call queue to perform other tasks, a status other than "available" can be selected. The Call Center Managers can create different statuses to provide more granular metrics to see what their agents are doing and the time spent on those tasks. == Creating Custom Statuses == To create custom statuses, first, click on t..."

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== What is a Call Center Agent Status? ==
An agent's status describes what that user is doing at a given time. If the agent needs to be unavailable from the call queue to perform other tasks, a status other than "available" can be selected. The Call Center Managers can create different statuses to provide more granular metrics to see what their agents are doing and the time spent on those tasks.

== Creating Custom Statuses ==
To create custom statuses, first, click on the '''Call Center''' tab. <blockquote>[[File:Call Center Icon.png|frameless]]</blockquote>Next, click on the '''Settings''' button in the top right<blockquote>[[File:Call Center Settings.png|frameless|688x688px]]</blockquote>Next, click on the tab labeled '''Custom Statuses'''<blockquote>[[File:Custom Statuses.png|frameless|532x532px]]</blockquote>Now configure your custom statuses. Keep in mind, you are limited to 8 statuses<blockquote>[[File:Custom Statuses2.png|frameless|655x655px]]</blockquote>

== Setting a Status as a Call Center Agent ==
When logged in to the NOVA portal as a Call Center Agent, click on your '''Call Center''' tab. Once here, you will notice a status drop down in the top right of your screen. Click on the down arrow to display all of the available offline statuses<blockquote>[[File:Agent Status.png|frameless|321x321px]][[File:Agent Status2.png|frameless|324x324px]]</blockquote>
If you have any questions about this process, or if you need assistance, please reach out to our Support Team by dialing HELP(4357) on your desk phone, calling (972) 924-6488, or emailing help@vestednetworks.com.
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Custom Call Center Agent Status - Revision history