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Observe Team’s Activity With Agent Status
Streamline operations by seamlessly monitoring agents’ availability at any given moment. Ensure your team is always ready and responsive for a seamless customer experience.
Instantly Track Agents’ Availability
Get Quick Insights
See agents’ availability instantly at the team level to boost productivity.
Use Self-Reporting
Let agents set their status to avoid demotivating micro-management.
Personalize Routing
Set your own routing rules and only route calls to available agents.
"With CloudTalk's Analytics I now get to see every step of the way. We can find discrepancies between our agents and gain a much better understanding of our teams' setup."
Nelly Donnelly Service Delivery Manager
See customer story
"CloudTalk improved our team's cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend."
Yohann Bensadoun Global Supply Growth
See customer story
"Our call volume tripled in only 2 years, from around 10,000 calls to 30,000 per quarter and with CloudTalk, we can now handle all of this communication easily. It was an excellent choice."
Frederico Lopes Head of Customer Service
See customer story
"We have seen a significant increase in our outbound call volume since we started using CloudTalk and we can now reach out to more prospects and customers than ever before."
Elay Sasson Call Center Manager
See customer story
"CloudTalk’s AI has cut our call quality analysis from 2 hours to 20 minutes daily and reduced mis-targeted leads by 24%, allowing us to focus on strategic growth."
Sara Konickova Sales Ops Manager
See customer story
What is Agent Status?
Call center Agent Status lets you monitor and manage the availability of your call center agents in real-time. By setting their status to “Online,” “Offline,” or “Idle,” agents can communicate their current availability.
4 Benefits of Using Agent Status
Improve Call Routing
Instantly distribute calls to agents who are currently available, reducing the likelihood of missed or dropped calls. Ensure that customers always receive timely assistance.
Enhance Team Efficiency
Monitor team availability to balance workloads. Quickly identify gaps in coverage and reassign tasks, ensuring peak efficiency without overwhelming agents.
Increase Accountability
Support accountability by keeping an eye on agents’ work ethics. Ensure that they are focused and productive during work hours and maintain high performance standards.
Quickly Adapt to Changes
Enable informed decision-making. Make immediate adjustments to call routing or team assignments based on current availability, ensuring optimal response to shifting demand.
How Does Agent Status Work?
The feature allows your agents to update their availability in real time, which is then visible to the entire team. When the status changes, this information is instantly reflected in the system, enabling automatic call routing based on the call center agent’s availability.
3 Types of Agent Status in CloudTalk
There are several statuses agents can set for themselves, each with a different meaning and purpose.
When agents set their status to Online, they are ready and available to take incoming calls.
Agents use the Offline status when they are not available to take calls, whether they are on a break or off duty. This status removes them from the call queue.
The Idle status is used when agents are logged in but not actively working on calls. It signals that the agent is available but currently not engaged, which can prompt managers to reassign tasks or adjust workflows.
How to set up agent status with CloudTalk?
01
To access an Agent Status setting, use the CloudTalk Phone desktop app.
02
After logging in, tap the profile icon.
03
Locate a status bar in the upper right corner.
04
Change the status by choosing from “Online”, “Offline”, or “Idle”.
05
You will see a prompt to add a comment or select one of the predefined reasons: Busy, Break, Lunch, Meeting, Training.
06
Click Save after choosing or entering a description.
07
If you don’t want to add a description, your idle status will default to Busy.
Catch every call and inefficiency.
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Have questions?
Why should you use Agent Status?
Using Agent Status empowers your team to manage their call center availability effectively, ensuring that calls are handled by the right agents at the right time. When agents update their status in real time, they can optimize call routing and improve response times.
This leads to better workload distribution, reducing missed calls, and boosting overall customer service efficiency.
How to Check Agent Status?
To check an agent’s status in CloudTalk, simply navigate to the Dashboard, where you can view the real-time status of all agents. Each agent’s status—whether they are Online, Busy, Offline, or Idle—is displayed, allowing managers to monitor availability instantly. This visibility helps ensure that calls are routed to available agents, optimizing your team’s workflow and ensuring that customer service remains efficient.
What is the Agent Status of a Call Center?
Agent status monitoring in a call center refers to the real-time availability and activity state of each agent. It includes indicators like Online (ready to take calls), Busy (currently on a call or task), Offline (unavailable), and Idle (logged in but not actively working). These statuses help in managing call distribution, monitoring agent performance, and ensuring that customer interactions are handled promptly and efficiently.
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Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.
