Adjusting agent states in Ignite (WEB)
Agents can adjust their states to make themselves available or unavailable to receive ACD interactions without logging out of the application.
Agents can set the following states in Ignite:
- Available: Agents are logged into Ignite and their ACD agents are available to receive ACD interactions.
- Offline: Agents are logged into Ignite and can peruse the interaction repository, but their ACD agents are offline and cannot receive ACD interactions.
Note:
Time in Offline does not count towards shift duration.
- Busy: See "Setting and removing Make Busy in Ignite".
- Do Not Disturb: See "Setting and removing Do Not Disturb in Ignite".
To adjust your agent state
- Click your avatar and select State.
- Select a state
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