Change Agent status from Team Dashboard
Supported in Softphone.Pro version 7.3 and newer.
Softphone.Pro users can switch statuses which show their current presence / availability for calls. Supervisors can see and change these statuses in their Team Dashboards.
There are the following standard statuses:
- Online
(ready to make and receive calls); - Away
(cannot handle calls because of temporary absence); - Busy
(busy with an other task e.g. call or After Call Work, cannot take another call); - Offline
(the softphone is disconnected from the PBX and from the Team Dashboard, the user cannot make or receive calls — this status cannot be selected in the Team Dashboard.
Supervisor can change Agents statuses if they miss calls without reason while staying Online. They switch the employee to Away or a custom status. This removes the Agent from the queue which increases call answer speed. It also ensures the Agent is not paid for time away from their desk.
Information about Agent status history is available in various reports (for example, Breaks per Agent, Timeline, and others).
This article describes how to switch Agents' softphones to a desired status from the Softphone.Pro Team Dashboard.
Setting up custom statuses
The Softphone.Pro Team service supports creating custom statuses based on the standard statuses described above. Supervisors often use custom statuses to mark different parts of Agent's workday. They simplify work time tracking. For example, create a Training or After Call Work status based on Busy. Based on Away, you can create statuses like Lunch or Absent.
Custom statuses are set up on the Settings - Softphone.Pro page. Go to the General settings tab. Find the Custom Statuses section.
After adding statuses and saving the settings, restart the Agents' softphones. Check that the new statuses appear in the status list in the main application window:
Then, use the instructions in the next section to switch an Agent's softphone to one of the configured statuses.
How to change a user's status from the Softphone.Pro Team Dashboard
Open the Online tab in your Team Dashboard. In the user list, find the desired user and click three dots:
In the dropdown menu select Change status. Status selector will open (including standard and custom ones):
In the dropdown list, click on the desired status. After the Agent's softphone switches to the selected status, you will see a success message. The Agent's status will change:
Switching the status to Offline is not available.
The Agent's status will change in the Softphone.Pro application and in the Dashboard.