Explain how the status works in VCC
- VCC Agent
Virtual Contact Center allows you to change your status by selecting a status button in the Control Panel. When you are logged in to Agent Console, you may or may not be ready to accept new interactions. Choose a status that fits your situation:
In the Control Panel, click Available to receive new interactions and access all features. In this status you can use tools while waiting for a new interaction, and Agent Console is permitted to offer you new interactions.
Agent Console automatically changes your status to Busy or In Progress when you:
- Accept an incoming interaction.
- Place an outbound call through a queue.
- Busy or In Progress:
When your Agent Console status is Busy or In Progress, you are unavailable to receive new interactions. The amount of time you are allotted to accept an offered interaction is specified by your contact center administrator when he or she configured the contact center. When you are Busy or In Progress, Agent Console enables you to access all Agent Console tools.
When you complete an interaction, Agent Console automatically changes your status to Post-Processing. When your status is Post Processing, you are unavailable to receive new interactions. Use the Post Processing interval to perform any tasks required to finalize the interaction. The amount of time you are allotted to perform Post Processing is specified by your contact center administrator when they configure the contact center.
- Working Offline:
In the Control Panel, click Work Offline to prevent Agent Console from offering you new interactions, but you can retain the ability to access all features. Change your status to Working Offline, if you are processing the current interaction, updating the CRM data for a previously received interaction, or taking a break. Regardless of why you are Working Offline, Agent Console is not permitted to offer you a new interaction.
- Take Break:
In the Control Panel, click Take Break to become unavailable to receive new interactions, and disable access to all features.
- Log Out:
When you choose this status, you are logged out of Agent Console and do not receive any interactions.
- Note: If you do not route a call through a queue, your status remains unaffected. If your status is Available while placing an outbound call or receiving an Incoming call, you are open for incoming interactions, and the interaction will follow the endpoint setup.