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Community Member

Agent Desktop Status

Can someone tell me why a supervisor see agents in not ready when they are in ready mode? Also, Agents are not receiving calls when they are in ready state.

3 REPLIES

Re: Agent Desktop Status

check your refreash cycle on supervisor. Agents will receive calls based on your criteria so check your scripts or best way to do if you don't have access log one agent and send a call, also keep in mind if you don't have many calls and it seems agents are not getting calls.

Community Member

Re: Agent Desktop Status

Thanks for your response. I hate to sound stupid but how do I check the refresh cycle.

Community Member

Re: Agent Desktop Status

You go to View, and Preferences

Click on whatever item you want to change the refresh rate, then set it.

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