Agent Status

Click on a number in column Agents Logged on in Queue overview to see Agent status:

For agents in status Connected we show the queue in brackets, unless the caller is put on hold, the agent is in a consult call or agent-to-agent call, or if this is an outbound call where the called party has not yet answered.

If a ready agent logged on with a profile containing a queue for chat/email (and phone) has been allocated a written request but not yet accepted (or rejected) it, the agent's status is shown as "Ready (0+)", and when agent accepts, the status changes to "Ready (1)" or "Busy (1)" depending on value for Block phone if > x written requests.