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As supervisor, you can choose to log in an agent as a Telagent. (For more information, see Logging On Telagents.)
As supervisor, you can choose to switch an active agent to Telagent. (For more information, see Switching an Agent to Telagent.)
As supervisor, you can choose to schedule agents to perform duties as Telagents. (For more information, see Scheduling Telagents.)
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Important:
• Agents have no express way of knowing that they have been signed on as Telagents. Best practices is to inform agents as part of their regular schedule, or notify them when the switch is done due to unforeseen circumstances, such as an internet outage.
• You can use the Calling Name option of the Voice Queues feature to help Telagents know which queue the incoming call is originating from. This is particularly useful in situation where a Telagent might be assigned to different voice queues. (For more information, see Voice Queue Options.) |
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Telagent Statuses
Given that the system manages a Telagent’s status, these are limited to:
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