Call Center Supervisors can add custom agent statuses. Pre-defined statuses are broad descriptions of options such as "lunch", "break", and "available". By using a custom status, the Supervisor has increased granularity on call center reports.
Note: custom statuses are defined as a period of time when the agent is "offline". Example custom statuses are "appointment" or "bathroom"; these are periods of time when the agent is not available to take calls. The custom statuses are shared by all agents in the domain/organization and are limited to 8.
How to setup custom call center agent statuses:
STEP 1: In the VIP portal, with the scope of a Call Center Supervisor or above, a manager or supervisor can access the User Interface to make a custom agent status by navigating to Settings. This can be accessed in two ways:
The first option is from the Call Center home screen:
The second option is by navigating to Reports from the Call Center screen.
STEP 2: In the Call Center Settings modal, navigate to the "Custom Statuses" tab. Click on the blue + symbol to add a new custom agent status. There are a maximum of 8 custom statuses that can be added. Each status can be no longer than 20 characters. Remember that all custom statuses indicate that the user is "offline" on reports. Click on the pencil icon to edit an existing custom status. Click Save to finish making changes.
Additional Notes: Custom statuses are available to agents in two places: in the call center agent home page as part of the portal and in CrexendoVIP Web Phone under the call center tab. In both options, simply click the arrow next to the Online/Offline button.
The Call Center Agent is always considered "offline" when they select a custom status.