Depending on your role, you can change the states of agents who are in the Ready, Not Ready, or Wrap-up state through the Agents widget (tabular view) of the monitor dashboard.
The initial state of an agent (that is, the state that an agent is assigned when they log in) is a configurable option with the Not Ready state being the default setting. You can configure the initial state such that each session begins in the Ready state. The configuration is currently managed by LiveVox. To request this feature, contact your Account team.
To change the state of agents:
- Access the voice monitor dashboard at the required level (that is, enterprise, call center, or service).
- In the tabular view of the Agents widget, in the rows displaying the names of the agents whose state you want to change, select the checkboxes.
As required, click the Ready or Not Ready icon.
The Agent Panel window appears.
- In the Agent Panel window, the Can Be Changed column indicates if you can switch the state of an agent.
- For a given row, if the Can Be Changed column does not contain an icon, you cannot switch the state of the agent.
When switching the state of an agent to Not Ready, the Reason Code field also appears. This field contains the following options: Break, Lunch, Meeting, Other, Tech Difficulties, and Training.
- If you are switching the state of an agent to Not Ready, in the Reason Code field, select the reason for switching the state to Not Ready.
Optional: In the Message To Agents field, enter your message for the agents, stating the reason for changing their state.
Click Ok.
A message appears to indicate if the state of the agents is switched.