Agent Queue Status

In a call center environment setting an agent queue status can be critical to providing the customer with the best experience possible. Every agent can set themselves to a variety of statuses, such as: logged in or out, lunch, break, meeting and other. Each of these statuses are tracked in the agent availability report, which can be accessed via the manager portal by administrators and call center supervisors.

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How do agents set their queue status?

All statuses can be under the call center menu in the manager portal. Agents can also log themselves in and out with a star code on their desk phone or any device.

Can I download an agent availability report?

Yes, this report is available for download in CSV format in the manager portal. Office managers and call center supervisors can schedule the agent availability report to be emailed on a daily, weekly or monthly basis.