As a manager, you can change the state of your agents through the dashboard panels that display agent real-time statistics in a grid. In addition, you can log your agents out. The state of only those agents who are in the Hold, Not Ready, Ready, or Wrap Up state can be changed. You can also send them a message before changing the state.
To change the state of your agents:
- On the dashboard, in the panel, click the gear icon
.
The Plugins option displaying the Change agent state option appears.
- Select the Change agent state option.
A checkbox appears next to the name of each agent in the Agent column. - Select the checkbox next to the name of each agent whose state you want to change, and then, as required, click Force Ready, Force Not Ready, or Force Logoff.
The Info window appears. - If you want to send a message to the selected agents before changing their state, enter your message in the window.
- Click OK.
The state of the selected agents is changed, and their updated state appears in the State column.
If you had clicked Force Logoff, the selected agents are logged out and their names no longer appear in the grid.