Depending on your role, you can change the service in to which one or more agents have logged through the Agents widget (tabular view) of the voice monitor dashboard.
To change the service of one or more agents:
- Access the voice monitor dashboard at the enterprise or call center level.
- In the tabular view of the Agents widget, in the rows displaying the names of the agents whose service you want to change, select the checkboxes.
Click the Switch service icon.
The Agent Panel window appears.
In the Search Service field, select the required service.
If you accessed the Agents widget at the service level, only that service appears in the Search Service field. If you accessed the Agents widget at the enterprise level (without selecting a call center) or at the call center level (overall call center view), a larger pool of services is available in the field for selection.
Optional: In the Message To Agents field, enter your message for the agents, stating the reason for changing their service.
Click Ok.
A message appears to indicate if the service of the agents is changed.
- Your message appears on the agent desktops, along with your name and the time that the service was changed.
- When changing the service of an agent:
- If an agent is in the Ready or Not Ready state, the agent is immediately switched to the new service. If the agent is in any other state, the agent is switched to the new service only after they change their state to Ready or Not Ready.
- The agent is notified of the switch on their agent desktop. They are required to follow the on-screen instructions to be logged in to the new service.
- Your message appears on the agent desktops, along with your name and the time that the service was changed.