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This article assumes you are logged into the Manager Portal as a Call Center Agent or Supervisor.
If you do not know your login name or password, please click here or contact CallHarbor Support.
Contact CallHarbor Support if you do not have the Call Center tab in the Portal and you need the ability to update status, or if your online/offline status is not being followed by the queue.
For instructions on updating status with the web softphone or for specific call queues, please click here.
Agent Status
Agent Status is a user's availability to receive calls from call queues. Updating Agent Status will affect all call queues. For instructions on updating status with the web softphone or for specific call queues, please click here.
The best practice for accurate agent availability call center reporting is to make sure agents are choosing to manually change their status to "online" when they begin their shift and "offline" or "end shift" when they end their shift, rather than simply logging in & out of the portal or web soft phone.
Types
- Online (Green)
- Online
- Single Call (online temporarily)
- Offline (Grey)
- Go Offline
- End Shift
- Lunch
- Break
- Meeting
- Other
- Your Managers may have created Custom Statuses. All custom statuses are considered offline
- On a Call (Red)
- Online, but busy on a call
Status
Online
Available for calls from call queues. When set to online, your status will be reported as logged in for call center reporting.
Single Call
Available for 1 call from a call queue. After the 1 call from the call queue is received, the status will be updated to offline automatically.
Offline
Not available for calls from call queues. Will still receive calls directly to your extension. When set to offline, your status will be reported as logged out for call center reporting.
End Shift
Not available for calls from call queues. Will still receive calls directly to your extension. When set to End Shift, your status will be reported as logged out for call center reporting.
Lunch
Not available for calls from call queues. Will still receive calls directly to your extension. When set to Lunch, your status will be reported as logged out under Lunch for call center reporting.
Break
Not available for calls from call queues. Will still receive calls directly to your extension. When set to Break, your status will be reported as logged out under Break for call center reporting.
Meeting
Not available for calls from call queues. Will still receive calls directly to your extension. When set to Meeting, your status will be reported as logged out under Meeting for call center reporting.
Other
Not available for calls from call queues. Will still receive calls directly to your extension. When set to other, your status will be reported as logged out under Other for call center reporting.
Update Status
The current status of your extension will be displayed with a Status Icon located in the Call Center Tab of the Portal
1. Select the Call Center Tab
If you are a Call Center Supervisor, you may need to switch the view of the portal from the entire phone system to your extension only. To do this, click on your name in the upper right-hand corner, then select My Account
2. Click to open the status dropdown selector
3. Select the correct Status that should be set.
If selecting Single Call, please keep in mind that you will be automatically marked as offline after 1 call.
