There are three ways to log agents in or out of queues (making them available or unavailable to receive calls in that queue) - from the live dashboard, the queue manager, or from the agent manager.
Make sure you set Toggle View to show All Agents.
Next to each agent’s name you will see color coded discs representing the queues he is assigned to. You can hover over a disc to see the queue it represents.
If the circle is full it means the agent is logged into that queue. If it is empty it means the agent is logged out of the queue.
- Click a full disc to log agent out of the queue it represents.
A dialog box will appear asking you to confirm the operation or cancel it. - Click an empty disc to log agent into the queue it represents.
A dialog box will appear asking you to confirm the operation or cancel it.
- Select a queue from the list of queues you want to log agents in or out of. The queue's settings window will appear.
- Click on the Agents setting tab.
- Click on the name of the agent you want to work with to open the agent's details.
- Click the Status toggle to set the agent's status to Logged in or Logged out.
From the Agent Manager
- Select an agent to bring up his details and see the queues he is associated with.
- Select a queue to change the status for.
- Click to toggle the status of the selected queue to either Logged in or Logged out.
