Agents and Interactive Contact Center

Using Interactive Contact Center, agents can
  • Log themselves on and off of the system
  • Remove themselves from agent groups and place themselves into other agent groups. Agent groups are assigned to queues so, in this way, agents can move themselves from one queue to another as needed
  • Place themselves in Make Busy
  • Place themselves in Do Not Disturb

Every time agents leave their desks they must set themselves into either Make Busy or Do Not Disturb and apply the applicable reason code. This enables supervisors to track agents' Do Not Disturb and Make Busy activity in reports.

Parent topic: Interactive Contact Center
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