🔧 How-to Guides
📞 Contact Center Guide
📲 Inbound Call Center Guide
🔍 Supervisor Guide
📈 Queue Panel
🔧 Agent Status Management
📋 Manage an Agent's Status in a Queue

Manage an Agent's Status in a Queue

As a queue manager, you can change an agent's status remotely. This topic describes how to log an agent in to a queue, log an agent out of a queue, pause an agent's service, and unpause an agent's service.

Requirements

  • Only a queue manager can change an agent's status.
  • To change an agent's status, make sure that you have been granted the Switch agent's Status permission by the system administrator.

Log an agent in to a queue

  1. In the IZT Cloud Voice Web Client, go to Call Center Console > Queue Panel.
  2. On the Agent panel, hover your mouse over the logged-out agent, and change the status.
  • Click Log In.
Agent Login

Log an agent out of a queue

  1. In the IZT Cloud Voice Web Client, go to Call Center Console > Queue Panel.
  2. On the Agent panel, hover your mouse over the logged-in agent, and change the status.
  • Click Log Out.
Agent Logout

Pause an agent's service

  1. In the IZT Cloud Voice Web Client, go to Call Center Console > Queue Panel.
  2. On the Agent panel, hover your mouse over the logged-in agent, and change the status.
  • Click Pause.
Agent Pause
  1. Optional: In the list box that appears, select a reason.

Note: The system will not distribute queue calls to the paused agent.

Unpause an agent's service

  1. In the IZT Cloud Voice Web Client, go to Call Center Console > Queue Panel.
  2. On the Agent panel, hover your mouse over the paused agent, and change the status.
  • Click Unpause.
Agent Unpause
📐 Queue Panel Layout📞 Queue Calls Management