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Status | Definition | Time Allowed in Status |
Ready (Voice) | On call or waiting for a call | Should be in this status the majority of the day |
Ready For | On call or waiting for a call | Use the Ready (Voice) status |
After Call Work | Used to wrap-up/leave notes for calls | 2 3 minutes on average |
Lunch | Lunch | 30 minutes for a standard 8.5 hour shift |
Meeting | Team meetings; One-on-ones; Coachings | Use only when scheduled by management |
Break | 2 - fifteen minute breaks for standard 8.5 hour shift | 2 - fifteen minute breaks for standard 8.5 hour shift |
Manual OB | Searching for a previous shopper to dial. | No more than 2 3 min on average |
Training | Agent trainings, Product Certifications, or Bridge assignments | Only use when there are training assignments scheduled |
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Watch for the "Caller disconnected" popup in bottom-right corner of screen:
You can know when you are in "After Call Work" status if the caller disconnected but there is still the little "1" on the blue "Call" button:
Add notes and click "Next"
Complete the call form and click "Next"
Select the disposition on the next screen
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