Agent State Changes while Engaged
We would like the ability to update agent state to 'break' 'lunch' or 'away' while engaged instead of just 'break' being the default and only option.
5
votes
Betsy
shared this idea
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CNP
commented
Agents at my organization use a custom state to let others know what type of call they are on mid call. It would be nice to make custom states be selectable during a call (especially like "end of shift") to let other agents know they will not be taking any more phone calls. Since most Agents work from home, they use the dashboard to communicate this via states. So that way it would display the correct state and prevent them from getting queue calls after they hang up, then they can go back to available when ready to take calls.