Operation By Agents - Proximus Forum 500 User Manual

Operation by Agents

This chapter is for the agents. It describes how agents operate the application
"Forum ACD".
You can change your status as an ACD group agent. You can be assigned to
multiple ACD groups as an agent. The following table provides an overview of
your possible status and how it affects the ACD groups:
Status
logged out
logged in
pause
available
busy
wrap-up
Information on agent status
● The system administrator must authorise you to change your status (refer
to the chapter entitled Authorisations for the ACD Agents starting on
page 15). Contact your system administrator if you have any questions
regarding your authorisations. If the system administrator has not issued
the necessary authorisations to you, the supervisor can change your status
(refer to the chapter entitled Configuring Agents starting on page 61).
Operation by Agents
Significance
You receive no calls
directed to the
respective group.
The next waiting call for
the respective group is
allocated to you.
You have activated a
pause. You receive no
further calls during this
time.
The next call-queue call
is allocated to you.
You have accepted the
call and are busy.
You have terminated the
call and are wrapping
up.
valid
per group
per group
for all groups
for all groups
for all groups
for all groups
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