Toggle an Agent's Availability Status

This is a procedural topic for supervisors and administrators describing how to change an agent's status between the Available and Unavailable statuses. You may wish to do this on behalf of agents who have not changed their status themselves in the agent desktop (storm DTA).

You change an agent's status in an Agent Group module (shown below) on a real-time dashboard.

Prerequisites

• You have logged in to storm with your user log in credentials and then launched the VIEW application. See Log in to storm and Launch VIEW.
• A real-time dashboard has been set up by an administrator. See Create a Dashboard for Real-Time Statistics.
• You are familiar with the VIEW Dashboard Interface.
• The agent's name is visible in an Agent Group module's Individual User Statistics Panel.

Procedure

In an Agent Group module, do one of the following:

For this status change	Do this...
From any status to 'Unavailable'	Click the agent's button. If the agent is currently available or in wrap, the agent's status will change immediately. If the agent is currently handling a contact (on a call, handling a multi-channel contact, or in a 'setup' status), the agent's status will change to Unavailable when the agent finishes handling the contact.
'Unavailable' to 'Available'	Click the agent's button.

Note: if the agent is a member of more than one agent group, you can change the status in any Agent Group module. The new status will show across all modules.