Business support

Changing an ACD status for an agent

As a supervisor you can change an agent’s Automatic Call Distributor (ACD) status (state) if the agent is away or too busy to change the status.

To change an ACD status for an agent:
 

  1. Sign in to the Contact Center Supervisor Client.
  1. To find the agent, from the Contacts pane, click the green arrow pointing up next to Agents.
  1. Click on the agent’s name.
  1. Click the ACD button.
  1. From the ACD status list, select the status you want for the agent:

The agent’s status immediately changes in the Contact Center Supervisor and Agent Clients, and on the agent’s desk phone.

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