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Agent Status
Agent Status is a user's availability to receive calls from call queues. Updating Agent Status will affect all call queues. To update the status of a specific call queue, please follow the steps for specific queue.
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
Web Phone: Portal:
Available for calls from call queues. When set to online, your status will be reported as logged in for call center reporting.
Single Call
Web Phone: Portal:
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
Web Phone: Portal:
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
Web Phone: Portal:
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
Web Phone: Portal:
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
Web Phone: Portal:
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
Web Phone: Portal:
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
Web Phone: Portal:
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.
Web Soft Phone
This section of the article article assumes you are logged into the Web Softphone or using the Progressive Web App (PWA) as a Call Center Agent or Call Center 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 Web Softphone and you need the ability to log in and out, or if your online/offline status is not being followed by the queue.
Status
The current status of your extension will be displayed with a Status Icon located in the Call Center Tab of the Web Soft Phone
Log in or out of All Queues
1. Select the Call Center Tab
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.
Log in or out of Specific Queues
Logging in or out of specific queues allows you to remain available for some calls, but not all calls, depending on the queue the call originates.
1. Select the Call Center Tab
2. Hover over the queue that you wish to log in or out of, and click the log in/out button
Portal
Your Extension
This section of the 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 log in and out, or if your online/offline status is not being followed by the queue.
Status
The current status of your extension will be displayed with a Status Icon located in the Call Center Tab of the Portal
Log in or out of All Queues
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.
Log in or out of Specific Queues
Logging in or out of specific queues is not available in the portal. Please use the Web Soft Phone and follow the specific queue instructions.
Another Extension
This section of the article assumes you are logged into the Manager Portal as a Call Center Supervisor.
If you do not know your login name or password, please click here or contact CallHarbor Support.
Status
1. Select the Call Center Tab
2. Locate the Agents window
3. The overall status of an agent will be displayed to the left of an agent
Green - Available
Red - On a Call
Grey - Offline
4. To view specific queue status, select the 4 dots icon that appears when hovering over an agent
5. The Queues popup window opens and the status for all call queues the agent is apart of is displayed
Log in or out of All Queues
1. Select the Call Center Tab
2. Locate the Agents window
3. Hover over the agent to log in/out
4. Select the 4 dots icon that appears
5. The Queues popup window opens
6. Select the Set Status dropdown
7. Select Online or Offline
8. The status will update accordingly. If set to Online, the agent must have a registered device, such as a physical desk phone, or logged into the web soft phone or mobile app, otherwise, the status will remain offline.
9. Select Save
Log in or out of Specific Queues
1. Select the Call Center Tab
2. Locate the Agents window
3. Hover over the agent to log in/out
4. Select the 4 dots icon that appears
5. The Queues popup window opens
6. Select the Status dropdown of the call queue to log the agent in or out of and select Online/Offline
7. Update all statuses that should be changed
8. Select Save
