Set Agent Availability

once the agent is logged into ameyo system, the agent needs to ensure that webrtc status indicator turns “green" (webrtc is registered) after a few seconds if the webrtc status indicator remains “red” then it shows that webrtc is not registered, and the agent will not be able to make or receive calls it is suggested to contact your administrator immediately if webrtc remains “red,” for a longer duration click to access the webrtc pop up in the top right corner here, the agent can see whether webrtc indicator is green or red the agent status is a helpful way to monitor the agent login status for the supervisor or administrator after the login, the agent has to change his current status from "just logged in (unavailable)" to "available" this menu shows the current status of whether the agent is available to make or receive calls else the calls should be routed to other available agents by the system these are custom default breaks that have been set by the administrator these breaks will help the supervisor to identify which agents are available for work and which are not some of the basic breaks which are used here are lunch if an agent is on the lunch and will not be available for the next couple of minutes, then he can set his status to lunch snacks it’s kind of a short break, which refers that the agent on break and will be available in a short time training when the agent has been in the training and will not be available for some time, it may be of a couple of hours, then he can set his status on training un available when the agent will not be available for next some time due to any of the reason, then he can set his status to unavailable agents can change their status at any time using the first drop down menu on the top right corner the supervisor will get to know the agent status from the monitoring tab if any agent changes the status the administrator can modify to add more status options (such as short break, team meeting, and others) so there can be more options apart from the default ones that are already available here, you will also notice the following campaign icons voice campaign icon chat campaign icon interaction (ticket) campaign icon the agent can click the campaign icons to turn on or off the campaign mode if the agent is logged in to multiple voice campaigns, then turning on auto mode on will make it available in all voice campaigns break duration limits — if your administrator configured a maximum time for a break reason on your voice campaign, staying on that break past the limit triggers an in app “break limit exceeded” notification in your console header (for your user only) this applies to how long you stay on one break, not to a separate “you have taken too many breaks today” alert break counts are visible to supervisors and in reports; they do not use the same agent notification path as a single break duration breach click the toggle switch to turn on or off the auto mode for campaigns after turning off, the campaign icon and its toggle switch are displayed in gray color if the administrator had configured that the agent cannot set the interaction campaign to auto off, then the toggle switch of interaction campaign is displayed in the blue color the agent will always remain available in the interaction campaign with this always on toggle and cannot turn it off with the campaign icons, the list of campaigns in which the agent is logged in can be accessed click icon on the right bar and a small telephony pop up slide from the left here, the agent can see if the webrtc indicator is "red" or "green" privileges privilege key description default roles contactcenter\ dacx cc agent change status\ invoke access change own status (available / break reasons) agent campaign\ dacx campaign agent auto call toggle\ invoke access toggle auto call for voice campaigns agent campaign\ dacx campaign agent auto chat toggle\ invoke access toggle auto chat for chat campaigns agent campaign\ dacx campaign agent auto ticket toggle\ invoke access toggle auto ticket for interaction campaigns agent configuration parameters key / parameter description how to configure constraints sample break reasons available not ready reasons (lunch, snacks, training, un available, custom) administrator > system configuration > break reasons label + optional max duration short break (10 min) force interaction auto on prevents the agent from turning auto ticket off administrator > process > \[campaign] > settings > force interaction auto on on/off on for ticket queues webrtc server voice media server the browser registers against administrator > system configuration > voice resources > webrtc valid sip url / credentials wss\ //sip example com initial status on login default agent status immediately after login administrator > user management > initial status just logged in (unavailable) / auto available just logged in showtotalbreakdurationinwebaccess controls whether total break duration may appear in the agent web access / toolbar stats area (where the build exposes it) administrator > system configuration > server preferences (preference store) boolean; default on on related pages agent not ready docid 8vfvgz qzdr8cccpmibjx — reporting and behaviour for break duration alerts vs break count agent status management — state machine reference for agent statuses agent account menu — where the status drop down lives webrtc troubleshooter / voip — troubleshooting voice registration auto relogin — what happens if the agent's session drops acw after call work — wrap up period that blocks ready transitions