What you need to know:
ProConnect's Business Call Center is a carrier-class communications management product fully integrated that provides Automatic Call Distribution functionality.
1.
Change Agent ACD States
To view or change an agent's ACD state:
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- Hover over the agent’s name and left-click it.
Click image for large view
- Select Set Status and choose one of the following:
- Available - Indicates you are ready to accept ACD calls and other interactions.
- Wrap-up - Indicates you are concluding your session and makes you unavailable to answer ACD calls.
- Not Available - Indicates you are unavailable to accept ACD calls and allows you to provide a reason code.