In order to distinguish which agent is unoccupied at the moment, the agent status feature enables your agents to set up their availability.
This is essential, especially when call routing features are used in your team, as the agent status suggests, whether you are available to pick up the phone at a certain moment.
Get a better overview of your team performance
Agent status is also a helpful feature for supervisors and managers, as they can easily check what is the status of each agent in real-time.
In order to get a better overview of what is happening in your call center from a broader perspective, you can easily access the reporting section.
Here you can discover how much time did every agent spend in a certain status. In this way, you can be sure that your agents are working properly even working remotely.
When you need to change your status, you can do so either in the dashboard or directly in your phone app. CloudTalk offers you the following statuses by default.
Online [Green] - Agent is available to receive calls,
Offline [Red] - Agent is offline,
Idle [Yellow]* - Agent is away (status need to be changed by agent manually). When this status is set up, the agent won't receive any call from the call groups he part of. However, this status still allows your "away" agents to accept direct calls, internal calls or call transfers.
On-call [Blue] - Agent is on the call.
CloudTalk is changing these statuses automatically, for instance, when your computer is shut down then your status is offline. When you signed in to your phone app, you will be displayed online, etc.
Customise your status (COMING SOON!)
As some contact centers need to have a better overview of their agent availability and track the data more precisely, the status customization comes handy.
Thanks to customization, the different statuses can be created - for instance “lunch break”, “break”, “coffee time”, “training”, “handling tickets”, so the agents can choose the one which suits them best.
On the other hand, supervisors will have a better overview of what exactly their on-premise or remote agents are doing when they are not available (status away).
* Companies to decide how should the IDLE status behave in General Settings. There are 3 options they can choose from:
1. No calls: No calls will be routed to Idle Agents.
2. Internal calls: Only internal calls, Warm transfers and Call Monitoring invitations will be routed to idle agents.
3. Internal & Direct calls: All of above plus Direct calls (Call to Agent, Call to preferred Agent).