As a client administrator, you can create additional statuses.
To do this, select ACD — Agent Status in the main menu and then click New in the toolbar.
In the mask, enter the following fields in the Master data tab:
Status | Name of the status - this field is a mandatory entry |
Status (short) | Short name of the status (used in case of reduced display space, e.g. in |
Status (abbreviation) | The status abbreviation has 2 digits and is displayed in the Agent Home or Mini Client in the agent status bar |
Foreground color | Status color, foreground. Input of the 6-digit hex value #FFFFFF - white #000000 — black #FF0000 — red #00FF00 — green #0000FF — blue You can also use the name of the color (prefixed without #) See also the following URL: |
Background color | Status color, background. Input of the 6-digit hex value #FFFFFF - white #000000 — black #FF0000 — red #00FF00 — green #0000FF — blue You can also use the name of the color (prefixed without #) See also the following URL: |
Restrict to specific ACD groups | Once checked, the visibility of the status will be restricted to certain groups and only agents who are members of the selected group will see the status. The groups are configured in the Restricted Groups tab. |
Setable by agent | The agent or supervisor can set or assign this status himself. |
Logged on | The agent is logged in. The time in this status is counted as login time in the statistics or reporting. |
Present | The agent is present. The time in this status is counted as attendance time in the statistics or reporting. |
| Holiday | The agent is on holiday |
Break | The agent is on break. The time in this status is counted as break time in the statistics or reporting. |
Calls | The agent receives calls in this status. |
Postprocessing | The agent is in post-processing. |
Voice-Mail | The agent receives voice mails as media events in this state. |
Outbound | The agent is ready to make phone calls for an outbound campaign. |
Fax | The agent receives incoming faxes as a media event. |
Callback | The agent receives callback requests as a media event. |
SMS | The agent receives SMS as a media event. |
| The agent receives emails as a media event. | |
| Status change | If this option is set, the status will be available to the supervisor in the All agents tab as well as Active Agents in the Change status column |
Assign during call | Media events are also assigned during a call. |
DTMF-Eingabe | So that the agent can change the status via the telephone, |
| Call forwarding | If this parameter is switched on, status-based call forwarding is switched on when an agent changes to this status. Otherwise, status-based forwarding is turned off. The status-based forwarding is configured in the section User administration or Client master data and requires the operation of a TC connector. |
Announcement file | Select or search here for an announcement that informs the agent of his status. This greeting is used during the |