Changing your state

Last Updated : Jul 12, 2024 |

About this task

You can change your agent state to indicate whether you are ready to accept interactions. Set your state to Not Ready if you leave your desk or need time for other activities. When indicating that you are not ready, select a reason from the available list.

Your administrator can enable the agent state synchronization between the Avaya Workspaces for CRM and Dynamics 365 Omnichannel queues. If the synchronization is enabled, agent state changes are reflected simultaneously in both Avaya Workspaces for CRM widget and Dynamics 365.

Procedure

  1. On Avaya Workspaces for CRM, click the agent state list.

    The agent state list opens when you click the agent toolbar at the top of the CRM widget, where you can find your avatar and agent state.

  2. Select one of the following options from the available list:

    • Go Ready: Indicates that you are available to accept customer interactions.

    • Go Not Ready: Indicates that you are not available to accept customer interactions. Select a reason, such as Lunch, Coffee Break, Training, or In a meeting.

    • Finish Work: Indicates that you have finished work for the day.