Creating the Agent Status Rules - Alerts
The menu is located in Admin > Account Settings, and is called Agent Status Rules.
Click the plus sign to the left of the search bar, to set up a new status rule.
Click the Alert Rule you want to establish.
For example, we’ve chosen Outbound Wrap-Up. We’ll choose the amount of seconds or minutes when we want them alerted, then choose Show an alert on the agent’s screen.
You can then choose the text you would like displayed for the agent (max of 35 characters), as well as the color of the alert. Click the green Create button at the bottom right when done.
You can create multiple alerts for a status. For example, you might want to alert your team members when their outbound wrap up is over 30 seconds with a yellow alert, but at 60 seconds you want to send a 2nd alert and make it red.
In Edit Rules for (status), click the plus sign next to the search bar.
Repeat the process, adjusting the timeframe, alert text, and alert color.
The agents will see the alerts in the top bar of the Communication Center, and the border will flash the indicated color.
Creating the Agent Status Rules - Bump Agent out of Status
For some statuses, the agent can be removed from a status after a period of time and placed into Available, Call Queue Selection, or Pause.
Click the plus sign next to the search bar to create a bump rule. Set the time limit and destination (Available, Call Queue Selection, or Pause). We recommend Pause, as it requires the agent to actively resume work, reinforcing awareness of extended status time.
You can also select the color of the alert. The agent will see a message depending on their destination. For example - Sending you to Pause status….
Viewing Reporting for Agent Status Rules
You’re able to view reporting that indicates how often agents received one of the status alerts or bumps.
To locate, go to Reports > Agent Status Rules Report.
You’re able to filter for a date range, as well as by Organization and/or Team.
Each agent’s reports will be displayed using your search criteria. You can see how many times the agent was alerted and/or pushed, and how many total times they were in that status.
When you click into Total Alerted or Total Pushed, you’ll see further detail on how often the agent received a particular alert or push. When you hover your mouse over the i icon to the left, you can see the exact date and times of those alerts or pushes.