Talkdesk is happy to announce that you can now customize call center agent statuses according to your business needs. This new feature is essential for call routing, helpful for teams who would like more agent status options for their team to choose from and invaluable for managers who would like to know exactly what their on-premise, mobile and at-home agents are doing when they are “Away.”
Call center agent status is the most helpful way to show your entire team what each agent is up to and whether or not they are free to take calls. It is also a way for Talkdesk to know whether or not we should send calls to the agent, or whether the agent is too busy to receive calls.
By default, Talkdesk allows your agents to choose from the following statuses:
In addition to these default settings, Talkdesk now allows you to change the name of each of the statuses above and also define new statuses like “break,” “lunch,” “meeting” and “training.” This makes it simple for teams to be on the same page, using the language and terms that are most familiar to them. It is also a great way for everyone on your team to know exactly why your agents are “Away.”
Agents can change their status at any time from this pull down menu.
Talkdesk will also change the agent status automatically when agents are on a call (“Busy”), haven’t used their computer for longer than 15 minutes (“Away”), when their computer is off (“Offline”) and as soon as they log out of Talkdesk (“Offline”).
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Talkdesk allows administrators to change the name of each default agent status and define new statuses. To do so:
Everyone signed into Talkdesk can know what other agents are up to by looking at their metrics tab. To do this:
Customizable agent status settings are a great way to put your entire team on the same page and allow managers to keep a close eye on a distributed team. It is also essential for call routing, especially for teams with at-home and on-premise agents. It’s a feature that you’ll quickly learn you can’t live without!