Changing the state of agents

Last Updated : Jun 23, 2023 |
Prolog information
Metadata
Keywords:
Use this procedure to change the state of an agent in the team. Note that only a supervisor can do this task.
For example, an agent takes a break or leaves while logged in to Avaya Workspaces. You can change the agent's state to Not Ready or Logged out to prevent calls from being routed to the agent.
If you change the state of an agent who is active on an interaction, the agent is moved to a Pending state. When the agent closes the interaction, the agent moves to the state that you have set.
Before you begin
Ensure that the administrator grants the correct permissions in Avaya Control Manager so that you can change the agent's state.
  1. In the navigation pane, click the My Agents icon (My Agents).
  2. Locate the agent whose state you want to change.
  3. Click the Status field next to the agent name.
  4. Select the state to which the agent must be changed.
    STEP RESULT:
    Avaya Workspaces displays the changed state and sends the agent a notification about the changed state.