Custom Off Duty Status

 

Custom off duty statuses are a way to better track and understand your Agent's activity.

Let's take a look at custom off duty statuses in Dialpad.

Creating Custom Statuses

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From Dialpad.com, navigate to Admin Settings > Office > Office SettingsCall Center Off Duty Statuses. You must be an Office Admin to do this.

Select Create New Status and enter the off duty status' name.

Office Admins can also edit or delete existing statuses.

Using Custom Statuses

Agent View

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From the Dialpad app, navigate to Call Centers and select the drop-down for your availability.

Select the custom off duty status created and your availability status in the Call Center will transition to off duty.

Admin & Supervisor View

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From the Dialpad app, navigate to Call Centers and choose a Call Center.

Select Agents and you'll see an updated rundown of Agents and their availability statuses including any custom off duty statuses.

If you'd like to update manually, select Refresh.

Agent Status Analytics

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Call Center Admins are able to access analytics for their Office and Call Centers.

From Dialpad.com, navigate to Analytics and filter to include a Call Center. Select Agent Status and you'll see an overview of Agent Status analytics within a specified period of time.

It will display hours available and time on a call across the entire Call Center.

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To see a leaderboard between Agents, scroll to the bottom. Here, the metrics are hours available, time off duty, time on a call, and time in wrap-up.

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