As a supervisor, you can make your contact centre 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 3 is signed in to the Sales Team, but not the Product Team.
2. Agent 3 is now signed in to the Product Team, and the Sales Team as shown below:
3. To change the readiness status, click on Agent 3, in the Status column, and select Ready from the drop-down list as shown below.
4. The readiness status of Agent 3, will now be shown as Ready in both teams and will be able to take calls.
5. To change an agents readiness status to Not Ready, or to change availability within their teams, simply reverse the process above.
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Cloud Contact Centre Fun Quiz:
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