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Change Agent Status

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Supervisors with the required permissions are able to change an agent’s status directly from Talkdesk Live’s drilldown view.

This feature helps Supervisors better manage productivity and act on real-time data by updating agent statuses that are incorrect (for example, if an agent is away and forgot to logout, or available but his/her status is displaying as away).

 

How does it work?

  • Supervisors with the Update permission for Talkdesk Live will be able to change agents statuses from the live agent drilldown view.
  • Status is immediately changed for the agent
  • Agent is notified that a Supervisor has changed his/her status in both the Main Talkdesk application and Callbar

To change an agent’s status in Talkdesk Live:

changeAgentStatus.gif

  • Sign into your account as an administrator or supervisor.
  • Access the "Reporting” section on the top menu [1].
  • Select the “Live" tab [2].
  • Click the Agents - Online donut widget to drill down into a detailed list of agents [3].
  • Users with Talkdesk Live update permissions are able to change individual agent statuses from the agent drilldown view, by clicking the drop-down menu next to the agent’s status [4] and selecting a new one.
  • The agent’s status is immediately changed and the agent is notified that his/her status has been changed by his/her supervisor, both in the Main Talkdesk application and Callbar:

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