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Managing Your Availability

For the system to be able to assign activities to you, you should make yourself available. You can change your availability status, irrespective of whatever folder, pane, or window you have open in the Advisor Desktop.

Your administrator can configure the system in such a way that activities are routed to you only if you are available to work on them. In the Advisor Desktop, there are two parts to managing your availability.

  • Set your availability for Phone, Mail, and Chat, and Video Chat.

  • Configuring your availability settings for Tasks, Social, and custom activities.

You can change this setting only if you have the permission to do so. If you make yourself unavailable you can still pull activities from the queues from which you are allowed to pull activities. If your administrator has not given you the permission to change the availability setting, then you become available for handling activities as soon as you log in to the Advisor Desktop and become unavailable when you log out. When you need to stop working on activities, you can mark yourself unavailable to stop being assigned activities. Depending on how your system has been configured, you may have to provide a reason for a change in your availability upon marking yourself unavailable, such as "Break" or "End of Shift".

If you handle video chat activities, you must make yourself available for video chat explicitly. While you are handling a video chat, no other chat activity is routed to you.  

Making Yourself Available in the Desktop Toolbar

Depending on which licenses you have assigned to you, the following availability options are displayed:

  1. Available for Phone
  2. Available for Chat
  3. Available for Video Chat
  4. Available for Mail

    make yourself available for activities

To make yourself available:

  • Click the icons in the Advisor Desktop toolbar for the appropriate channels (Phone, Chat, Video Chat, Mail). You can also click the All toggle button to make yourself immediately available for all the communication channels to which you have access.

    When you sign in to the Advisor Desktop, you are signed in with the same availability settings you were working with when you last signed out of the system.

When you are no longer available for activities, simply click the icons again. Likewise, you can click the All toggle button to immediately make yourself unavailable for all activity types. Depending on how your system is configured, you may be required to provide a reason code as to why you are no longer available.

You may also set your reason codes without affecting your availability by selecting from the dropdown list in the Desktop toolbar. When you next go unavailable, the status selected in this list is chosen by default.

Making Yourself Available in the Inbox

You can change your availability status for other tasks or communication channels by selecting and deselecting the options in the Desktop toolbar, such as Tasks and Social activities.

To configure availability settings:

  1. Go to the Main tab of the Inbox.

  2. In the Inbox toolbar, point to the More button.

  3. Select Configure Availability.

  4. In the Configure Availability window, select the activity types for which you want to change your availability. Only activity types for which you have the required licenses are displayed here.

  5. Click the OK button.

    configure availability for inbox

Making Yourself Unavailable in the Desktop Toolbar

When an agent needs to stop working on activities, they can mark themselves unavailable to stop being assigned activities. They can either mark unavailable for all channels or select the channels individually to mark as unavailable

managing unavailability

According to how the system is configured, Agents may be required to provide a Not Ready code as to why they are no longer available.

Not Ready Codes are configured by the Administrator.

To make yourself unavailable for all channels:
  1. Click the All toggle button. 
  2. In the Select Not Ready Code window that select a Not Ready code from the dropdown.
  3. You have now marked yourself immediately unavailable for all the communication channels to which you have access. 

    marking unavailability for all channels

To make yourself unavailable for selected channels:
  1. Go to the Advisor Desktop toolbar.
  2. Click the icon of the appropriate channel.
  3. In the dropdown menu select the Not Ready code for marking unavailable.

    marking unavailability for selected channels

You can select different Not Ready code for different channels.

To view and change Not Ready code:
  1. To view which Not Ready code is selected, click the icon of the channel icon you are marked unavailable. In the dropdown menu the selected Not Ready code will be highlighted with a check mark in front of it.
  2. To change the Not Ready code without affecting your availability, click the icon for appropriate channel and select the new Not Ready code from the dropdown list in the Desktop toolbar. 

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