Monitor and Change an Agent's Availability Status

1. Select storm Contact > Agent Groups > Agent Status View.
2. On the Agent Status View screen, select the target agent group to see the availability statuses of all agents in that group.

3. To change an agent's availability status immediately, click the agent and then select the desired status from the displayed panel. (Use the Update All link to change all agent statuses to a single desired status.)

Note: administrators can change the status of all agents; supervisors can only change the status of agents in agent groups assigned to them. You cannot change the status of an agent whose status is currently 'unknown' or who is logged out.