Status

Status

Overview

Creating agent statuses.

  • A user’s status indicates to the ACD whether a user is available to accept a work item.
  • A user’s status also indicates to other users whether this user is currently occupied with a workitem or occupied with another task eg. team meeting.
Name
  • Name is where you enter the name of the status. The name you enter should be something meaningful so it is easily understood by other users.
  • The user’s own status will be visible to him on the main UI.
  • The status of other users will be visible in the company directory.
  • The status will also be visible to Supervisors and Administrators in the Users dashboard.
Description
  • Is where you enter the description of the status. You can elaborate further on the purpose of the status.
  • The description is only visible on the status tab.
Status
  • Even though you can name the status anything you want the status you create needs to communicate to the ACD.
  • In order for the ACD to determine how to treat a user that is set to a custom status you must select one of the 7 statuses that the ACD is programmed to understand. This will only be displayed on the status tab.
The seven ACD statuses are
  • Available - The user will be able to accept any workitems that he is configured to receive.
  • Available Working - The user will only be able to accept workitems that have a simultaneous limit greater than 1 under channels on the user’s profile.
  • In other words, if the user is set to be able to handle 2 simultaneous emails under the user’s profile setting the user’s status an Available Working  status will prevent the user from accepting a phone call but will allow the user to accept a second email even though the user is in a working status.
  • Available Wrap-up - The user will only be able to accept workitems that have a simultaneous limit greater than 1 under channels on the user’s profile.
  • The use of simultaneous limit greater than 1 and the option to support multi-tasking would not normally apply to the Voice channel in the user profile screen. This channel by default is not enabled to support multi-tasking and should be set to a simultaneous limit of 1.
  • In other words, if the user is set to be able to handle 2 simultaneous emails under the user’s profile setting, the user’s status of Available Wrap-up status will prevent the user from receiving a phone call but will allow the user to receive a second email even though the user is in a wrap up status.
  • Busy -The user will not receive any new workitems.
  • Login -The user will not be considered part of any queues and will not receive any workitems.
  • Logout -The user will be considered as logged out of the system and will not receive any workitems.
  • No Answer -The user will not receive any new workitems. It is if the user was offered a workitem and the system received no response from the user.

NOTE: Some reports are based on the custom statuses and some reports are based on the underlying meaning of the 7 statuses.

Present Status to User
  • You have the ability to decide if you want users to be able to select the statuses you have created.
  • If Present Status to User is enabled then the user will be able to select this status from the list that is presented when a user manually sets his status.
  • If Present Status to User is disabled then the user will not be able to select this status from the list.
  • To *Enable Present Status to User click on the toggle switch, the switch will change to the ON position. To disable click on the toggle switch again the switch will change to the OFF position.

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