Agent

With the agent profile, you can perform the following tasks in the Agent widget:

• View a list of agents that are members of your queue.
• Access agent details.
• Take a pause from answering calls in a queue without logging out of a queue by assigning a pause reason code. To resume taking calls again, you unpause your status.

With the manager profile, you can perform the following additional tasks in the Agent widget:

• Log in or log out an agent of a queue.
• If you want a logged in agent to pause from answering calls from a queue, but you do not want to log that agent out of the queue, you can pause that agent and assign a pause reason code. The agent stops receiving calls until you unpause that agent.

For more details, see also the following sections:

• Checking the queue status
• Taking a pause from queues
• Resuming taking calls from queues

Agent (agent profile view)

Agent (manager profile view)

Viewing agent details

1. In the Agent widget, double-click on an agent.
2. You can review the agent information and queue status. Here is an example: