Status Management System Training
Comprehensive status update protocol ensures optimal customer service delivery and accurate performance tracking
Four core status options available: available, break, lunch, and meeting with potential for custom statuses created by management (00:12)
Prerequisite completion required: agents must finish current activity and properly disposition any active calls before status changes can be processed (00:25)
Manager-specific customization: account configuration allows supervisors to create additional status categories beyond the standard four options
Real-time availability tracking: system uses status information to determine agent readiness for inbound call routing
Performance Impact and Monitoring
Productive time calculation accuracy directly depends on consistent status management practices with significant reporting implications
Negative performance impact: failure to update status results in incorrect productive time calculations that appear in manager reports (01:00)
Manager visibility requirements: supervisors rely on accurate status data for workforce planning, scheduling decisions, and performance evaluations
Pause screen functionality: displays elapsed time in away status, providing transparency for both agent and management tracking purposes (01:15)
Resume process restoration: hitting the resume button immediately returns agents to active campaigns and queues, restoring full operational capacity (01:27)
Customer Service Quality Assurance
Call routing system dependencies create direct customer impact when status management is neglected with measurable service degradation
Automatic call distribution risks: system may attempt to route inbound calls to agents showing available status but physically away from desk (01:10)
Customer wait time increases: improper status management extends hold times as system attempts to connect calls to unavailable agents
Customer satisfaction correlation: longer wait times and connection failures directly impact customer satisfaction scores and service quality metrics
Service level agreement risks: failure to maintain accurate status can compromise team and organizational SLA performance targets
Transcript:
00:12
Speaker 1
You'll want to update your status when you're not available and not actively communicating with customers. By selecting the Change status drop down on the left, you'll have the option to switch between statuses of available break, lunch, and meeting. You'll want to make sure you complete your current activity and disposition. Any call you may have just finished before you're able to adjust your status depending on your account. As you see here, your manager may have created custom statuses. If there are other reasons you're away from your desk during the day to switch your status, you'll select that here as I will for break. You'll then be placed in a pause screen which shows how long you've been in that status. When you leave your desk, you'll want to make sure you switch your status. When you come back, you'll hit the resume button.
01:01
Speaker 1
If you don't update your status, your productive time could be negatively impacted and wrongly noted for your manager, so it's important to make sure you stay on top of this. Also, it's important to note that if you don't update your status, Volley may think you're available to answer an inbound call and will attempt to serve you a call. This could keep a customer waiting longer and negatively impact your customer satisfaction. When I'm finished, I'll hit resume and now I'm back to my campaigns and queues and able to resume my work.