You can make an agent available or unavailable to handle items for all queues to which they are assigned (reset their availability to active or inactive for all queues).
Activating all queues for an agent is useful if the item-handling availability for this agent has been disabled for several of their assigned queues and you need to increase their queue-availability to accomodate incoming traffic flow. Deactivating all queues for an agent might be useful if you want to change an agent to only service a single queue for training purposes, so you can easily take them off all queues at once and then activate a single queue.
Note: Resetting the queue availability overrides any queue-availability settings that the agent may have chosen for themselves.
Company supervisors must have the Supervisor Agent Control privilege to reset the queue availability of an agent.
Company supervisors must also have the Agent Queue Selection privilege enabled to view and change the queue availability of an agent.
To reset the queue-availability for a particular agent:
Procedure #
Step 1:
On the home page, click View Supervisor Portal
Click Data > Live Data on the menu bar.
Under Agents, all agents that you monitor are displayed.
Step 2:
To collapse the Agents section, click:
Step 3:
To expand the Agents section, click:
Step 4:
To make the agent available to handle items for all queues to which they are assigned, click:
Step 5:
To make the agent unavailable to handle items for all queues to which they are assigned, click:
Parent topic: Staff management