Call Center Agent Statuses

Why use this?

An agent's status helps notify a queue and others if you are or are not ready so that calls can be routed efficiently. They can also be used for agent performance reporting.

Possible Agent Statuses

• In Queue (Available to receive any calls)
• Out of Queue (Only available to receive non-queue calls, e.g. internal calls)
• Do Not Disturb (Will not receive any calls)

For real-time information and metrics about queue performance, please see Queue Dashboard Overview

Q&A

• As an administrator, am I able to generate my own reports based on agent and queue data? Yes, please see our API documentation for information on how to receive queue and agent related webhooks. If you have any questions, please contact our Support Team.
• Will an agent be notified if they are manually logged in or out of a queue? Yes, there will be a notification on their Web App letting them know if they have been logged in or out of the queue.