Changing the status of an agent on your team

Last Updated : Jul 12, 2024 |

About this task

As a supervisor, you can change the state of an agent on your team. For example, an agent can leave or take a break while logged in to Avaya Workspaces for CRM. You can change their agent state to Not Ready or Logged Out to prevent the agent from receiving calls while they are away.

If you change the state of an active agent during an interaction, the agent's state changes to Pending. When the agent closes the interaction, the agent moves to the state you set.

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 the supervisor dashboard, locate the agent whose state you want to change.
  2. Click the current agent state in the Status column.
  3. Select the new agent state.

    For example, you can change the agent state from Ready to Not Ready.

Result

Avaya Workspaces for CRM displays the new agent state and sends a notification to the agent.