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My Channels

Viewing and Modifying Your Channel

Use the My Channels tab to view and modify the interaction channel you are using:
  1. Click My Channels.
  2. Click the Voice channel in the Media column to open the Action menu for that channel.
  3. Use the Action menu to perform the following actions:
  • Change your status on a channel
  • Log off from a channel

Managing Your Agent Status

Use the My Channels tab to change your Agent Status. To change your status on a channel:
  1. Click the My Channels tab.
  2. Select Status to open your status menu.
  3. Select your status from the menu. The status choices include:
  • VCC2.5.9 VCC.Agent Dashboard Ready.png Ready — you are available to take calls
  • VCC2.5.9 VCC.Agent Dashboard Not Ready.png Not Ready to receive interactions, with a reason code (there can be multiple reason codes as defined by the contact center administrator)) — you are not available to take calls
  • 15x After Call Work (ACW) in progress, not ready to receive interactions, with a reason code (there can be multiple reason codes as defined by the contact center administrator)) — you are not available to take calls due to being in wrap-up mode
  • VCC2.5.9 VCC.Agent Dashboard Log Off.png Log Off to close your connection to the channel without logging out of the application — you are logged out of the system

Logging Off Your Channel

To log off from your channel:
  1. Click the My Channels tab.
  2. Select Media to open your channel menu.
  3. Select Log Off VCC2.5.9 VCC.Agent Dashboard Log Off.png.
This page was last modified on August 26, 2016, at 04:24.

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