Allow managers to update Talk status while agent is on call
AnsweredIf an agent is on a call towards the end of a shift, managers would like to be able to change their status to Unavailable in the Talk dashboard. This would ensure that the agent doesn't get stuck on additional calls and have to stay late. Right now managers are only able to change status to/from Available and Unavailable, but the option disappears if the agent is On call.
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Hi Stephen,
You're correct in that right now an admin can't change an agent's availability while that agent is on a call. However, an agent can set themselves as Offline while on a call, which means that once that call is finished they won't be offered any additional calls. Hope this helps!
Caroline
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