Agent Availability
To receive
automatic call assignment, an agent must be in the available queue.
If an agent
is logged in they will have this icon in the top right of the screen
If an agent
is not logged in they will have this
icon in the top right of the screen
To check the
availability status, click on the Dashboard,
then on the right-hand side you should see Available
Agents
Click on the
number
This will take
you to the Accepting queue and shows
you who should receive tickets.
To change an
agent’s availability, click on the ON button. Their name will disappear and
appear in the Not Accepting queue,
and vice versa.
If you are
associated to more than one group, you can select which availability queue you
can see by clicking on the name of your group and selecting another group from
the dropdown