ACAW - Agent status
When you first log in each day, you will be in an offline status. To accept inbound contacts, you need to change your status to Available. Other statuses you may use include Lunch, Break, etc.
Steps To Change Your Status
Access Status Options:
Click on the top right section of the CCP as shown below:
Select a Status:
Click on a value in the dropdown list:
Confirm Status Change:
Your status will change, and a timer will display how long you have been in this state:
Change Your Status While on a Contact
Available: The agent is on a contact
The agent chooses their next status, such as Lunch
The agent is in Next status: Lunch. They are still on contact. No new contacts can be routed to them
The contact ends. The agent finishes ACW, and chooses Clear contact. Instead of going back to Available, their CCP is automatically set to Lunch