What Are Agent Statuses?
Agent statuses in MightyCall show whether an agent is available to take calls. Supervisors can use default statuses like “Available” and “Do Not Disturb” or create custom statuses tailored to their team’s needs. These statuses help supervisors track agent availability, set routing rules, and understand what agents are doing when they’re not on calls.
Default Agent Statuses:
- Available: The agent is ready to take calls.
- Do Not Disturb: The agent is temporarily unavailable (set manually).
- On a Call: Automatically set when agents are engaged in a call.
- Wrap Up: Automatically set during post-call activities within an auto-dialer campaign.
- Offline: Indicates that the agent is not logged into either the desktop application or the web console (though incoming calls can still be routed via configured devices like the mobile app).
Why Use Agent Statuses?
- Real-Time Visibility: Supervisors can see what agents are doing in real time.
- Smarter Routing: Calls are directed to the most appropriate agents based on availability.
- Activity Insights: Understand agent activities when they’re not on calls.
Supervisor Tools for Monitoring and Reporting
Real-Time Insights in the Supervisor Workspace
The Supervisor Workspace provides a real-time view of all agents’ statuses, including:
- Current status of each agent.
- Time spent in each status.
Supervisors can:
- Filter data by agent, group, or campaign.
- Identify bottlenecks and allocate resources effectively.
Historical Insights with the Team Productivity Report
The Team Productivity Report offers detailed historical data, enabling supervisors to analyze:
- Time spent in various statuses.
- Online and offline trends.
- Team productivity over specific periods.
Export options and customizable columns make it easy to tailor data for deeper insights.
MightyCall’s agent status system helps teams stay organized and efficient, providing the tools needed for better call routing, enhanced visibility, and improved team management.
