When you have signed in to a contact centre team, the next step is to make yourself Ready to receive and make calls from Call Assistant. However, there are a number of other status conditions that can be selected, or displayed depending on current call status.
If you want to make sure that other members of your contact centre team can see your current status, which can be useful if they want to transfer calls to you or vice versa), select from the list below:
There are 6 possible status conditions.
These status conditions can be selected:
Ready - this means you are ready to receive calls to your current team.
Not Ready - you are not ready, and calls will not be passed to you in this status.
Not Ready (with Reason) - you are not ready, with a Reason Code selected for example 'Not Ready (Lunch)'
These status conditions are system generated, and you will not be able to select them.
Inbound - The Agent is currently on an inbound call.
Outbound - The Agent is currently making an outbound call.
In Wrap Up - This is a time period set to show an agent as busy on completion of an inbound or outbound call, to allow time for taking notes, for example.
Unreachable - contact centre will automatically change an agent’s status to ‘Unreachable’ after five unsuccessful attempts to place a call to them. Once the problem has been corrected, the agent will need to manually update their status.
An agent is automatically set to the new unreachable status when:
The agent's registered number returns unobtainable more than 5 times consecutively.
Please note that if another agent is dialled between these attempts this is not classed as consecutive.
The agent answers the call but is not connected to the caller, more than 5 times consecutively.
This may be because the agent did not enter the hash (#) key or password to accept the call (where configured).
The 'Reason Codes' and 'Wrap Up' are configured by the Team Supervisor (or a user with the relevant permissions).
Some examples of status conditions are shown below:
Related posts:
Call Assistant| how do i sign in to a contact centre team
Call Assistant| how-do-i-register-to-a-location-to-take-calls
Call Assistant| how do i make myself ready to receive contact centre team calls
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