| Supervisors can change an agent’s status in the Queues Activity Detail view. A supervisor may need to change agents’ statuses if agents forget to go off queue or set their status correctly. |
Table of Contents
Changing an agent's status
To change an agent's status, complete the following steps:
1. You will need to log into Genesys: https://purecloud.deakin.edu.au and then access the Performance drop-down menu.
2. From the performance drop down select Workspace.
3. From here you will be able to click on Queue Activity.
There will be a list of queues that you are able to access. Select the queue you desire by clicking on the queue name in the name field.
4. Once you have selected a queue you will be redirected to a screen showing you all agents within the queue and their current call stats and status. Bring your cursor to hover over the dot next to the agent's name as demonstrated in the screenshot below.
5. From this context menu you can view the users contact card and change the agents status.
More Information
Genesys Digital Engagement Centre - Support Homepage