Call Center Agent Statuses

Why use this?

An agent's status helps notify a queue and others if you are or are not ready so that calls can be routed efficiently. They can also be used for agent performance reporting.

Possible Agent Statuses

In Queue - Available to receive any calls.

Out of Queue - Only available to receive non-queue calls, e.g. internal calls.

Do Not Disturb - Will not receive any calls.

For real-time information and metrics about queue performance, please see Queue Dashboard Overview.