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 or Desktop 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 or Desktop 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 or Desktop 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 or Desktop 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.