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 agents' service, and unpause agents' service.

Requirements

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

Log an agent in to a queue

  1. In the Linkus 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.

    1. Click the agent status.
    2. Click Log In.

Log an agent out of a queue

Note: The static agent can not log out of a queue.
  1. In the Linkus 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.

    1. Click the agent status.
    2. Click Log Out.

Pause an agent's service

  1. In the Linkus 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.

    1. Click the agent status.
    2. Click Pause.
    3. Optional: In the pause reason list, select a reason.

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

Unpause an agent's service

  1. In the Linkus 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.

    1. Click the agent status.
    2. Click Unpause.

      The agent becomes available to receive queue calls.