A Call Center Agent can set their status by choosing from the available options shown below.
- Offline - the agent will not receive any calls
- Go Online - the agent will be able to receive calls
- Single-Call Mode - the agent will be able to receive only one call and then will revert back to Offline status. Note that a missed call (ringing but not answered by the agent) will still be considered a received call and will revert their status back to Offline.
- Lunch, Break, Meeting, Other, and Web - these are all considered as Offline status.
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