Do not change agent status to Available once the call is over, when agent was initially unavailable.
If an agent is initially unavailable and receives an internal call or makes an outbound call, do not automatically change agent status to Available once the call is over.
13
votes
Tiffany
shared this idea
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Shannon
commented
Agreed! Status reverts back to the INITIAL status, which is assigned at the agent settings level. The manually selected status should override Initial status once the agent is logged in, or at least allow that to be an option. Reason: if an agents initial status is Available, but they are in a Training status for 8hrs, and happen to make a call or receive an internal call, they should not revert back to Available on the queue. Their chosen status should override.