Set agent call status

Customer service agents can set their current call status.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent, sn_open_frame, or admin

Procedure

  1. Click the phone icon in the banner frame.
  2. Select your availability.
    OptionDescription
    Available The agent is available to take a call.
    Not Available The agent is not available to take a call.
    Busy The agent is currently on a call with a customer.
    Wrap Up The agent is updating case information after completing a call.

    After completing a call and the subsequent wrap up, an agent must manually change the status from Wrap Up to Available.