Call Center DND vs Off Duty Toggle

What is the difference between my Call Center's DND toggle and putting myself Off duty?

Off Duty/Available

The Off Duty toggle disables an agents ability from getting calls to any call center they are assigned to regardless of their DND settings for that call center.

In the example below, we can see that Agung's DND toggle for the Aerolabs Customer Support Call Center is set to OFF, meaning she is ready to take calls for that call center, however, since she has set herself to Off Duty, her DND settings are overridden.



Call Center Do Not Disturb

Agents who are assigned to a call center or multiple call centers have the ability to toggle themselves on or off duty for whichever call centers they want to accept calls for.

In the example below, we can see that Agung is assigned to 5 different call centers and marked herself Available to take calls.

However, Agung has enabled Do Not Disturb on the Aerolabs Customer Support and Global Customer Support call centers, so she will not receive calls for either of those two call centers.



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