Yes. Where an agent is registered available, the supervisor can control availability of that agent within their contact centre teams.
Where the agent is not registered available, the availability of that agent cannot be changed.
You can change the agents availability to a team by simply clicking on the team name from the 'Agents' list.
As a supervisor, you can make your team members (agents) available or unavailable to multiple teams and also change their readiness status (i.e Ready or Not Ready) to receive team calls. However, the agents will need to be 'signed in to Contact Centre'.
To change the team availability status:
1. Click on the agent icon as shown below. In this example Agent 2 is signed in to the Sales Team, but not the Product Team.
2. Click on the Product Team, currently red, this will change to green as shown in the example below:
Agent 2, is now signed in (available) to both the Sales Team and the Product Team.
IMPORTANT NOTE: Although Agent 2, in this example is signed in to both teams, it will still be necessary to ensure that the readiness status is selected as 'Ready' from the middle column in the Agent display list.
Related posts:
Supervisor | how-can-i-make-my-teams-available-and-change-their-readiness-status
Supervisor | how-do-i-see-my-team-and-agents-statistics
Supervisor | how-do-i-manage-specific-statistics-for-different-teams
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