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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.

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This page was last modified on 26 August 2016, at 04:24.