Who
The Workforce Experience Team
What
Freshcaller includes functionality for agents to set themselves in specific statuses depending on their activity. The statuses are as follows:
Available: Agent is available to receive calls, this status will place you in the active call queue.
Forward to Phone: Agent is available to receive calls, but wants calls to ring to their mobile (we will not use this status option and we will always use our primary machines to answer calls).
Offline: Agent is entirely offline, to be used before your workday begins, after your workday ends, or if you are on PTO or out sick. You will not be able to receive calls.
Meeting: Agent is in a meeting and is not able to receive calls.
Break: Agent is taking a break and is not able to receive calls.
Training: Agent is participating in training and is not able to receive calls.
Lunch: Agent is on their lunch break and is not able to receive calls.
Inbound: Agent is in an inbound call outside of Freshcaller and is not able to receive calls.
Outbound: Agent is in an outbound call outside of Freshcaller and is not able to receive calls.
Why
To receive calls in the active call queue, agents must be set to “available” in Freshcaller. It is imperative that when unavailable due to it being outside of work hours, PTO or sick leave, a meeting, a break, training, lunch, or a call outside of Freshcaller, that all agent statuses are correctly reflected in order to avoid calls being routed to their profile. Calls routed to an inactive agent profile can result in frustration for the customer who is awaiting the call to be answered, increase in abandonment, and inability for another agent to answer the call within 30 seconds, therefore not meeting the call response SLA.