Update an agent's status

Agents sometimes don't change their status or log out at the end of their workday. This affects agent adherence reports and can impact call routing. Users with Admin or Manager roles assigned are able to change an agent's status in the CCAI Platform portal.

Logging out an agent is not considered a standard status change so it requires slightly different steps.

  • An agent's status cannot be changed and the Log out agent button will be hidden in the Actions drop-down from the following statuses:

    • In-call

    • In-chat

    • Offline (if the agent is offline, the agent is not shown on the agent page).

  • Managers can only see agents in their assigned teams and any sub-teams they are a manager for on the agents page, so they can only change the status of agents who are on one of their assigned teams.

  • When the agent's workstation is offline, the log out feature won't update an agent's status in the agent list. That is, if the agent does not sign out and shuts down their system, their status will be updated at the time their system becomes active again.

  • The status "Special Task" is only available from the agent page view; agents don't see the "Special Task" status in their view.

Log an agent out

After an agent is logged out or placed in offline status, the sign in dialog will be presented upon their next visit to the sign in screen or the agent adapter.

  1. In the CCAI Platform portal, go to the agents display.

  2. By sorting or searching, locate the agent for whom you want to perform actions.

  3. Click the actions icon and select log out agent.

    Log out agents button

  4. Click Logout to confirm the action.

Change an agent's status

  1. In the CCAI Platform portal, go to the Agents display.

  2. Locate the agent you want to perform actions for by sorting or searching.

  3. Click the actions icon for the specific user.

    Change agent status

  4. Select from the list of available default and custom statuses.

FAQ

Q: Why is the agent I'm trying to log out still showing as logged in?

A: Possible reasons include:

  • If the agent's workstation is offline (they shut it down), then CCAI Platform cannot reach the console and is unable to log the agent out until the system is active again.

  • If the agent is in In-call or In-chat, the log out feature is not available.

Q: How can I change an agent from offline to another status?

A: Agents who are offline don't appear on the agent monitoring display and therefore are unable to have their status changed.