This guide explains how to toggle between Ready, Busy, and other statuses in Contivio, including the new Private Calls status. It's important to select the correct status for accurate reporting.
1. Understanding the Deferment Period:
- Initial Login: After logging into Contivio, there is a ten-second deferment period before any interactions are offered to you.
- Ready Status: Once the deferment period ends, if your status is Ready (indicated by a green icon), you will start receiving inbound calls or interactions.
2. Changing Your Status to Busy:
- Using the Break Dropdown: If you need to step away or take a break, you can change your status by selecting from the break status dropdown. Choosing a break status will:
- Remove you from all queues.
- Route any calls directed to your agent to your personal voicemail.
3. Private Calls Status:
- New Private Calls Status: If you wish to withhold queue calls but still be available for direct dial calls, select the Private Calls status. This status will:
- Remove you from the queue, preventing you from receiving inbound calls routed through the queue.
- Allow direct dial calls to reach you even while in this status.
4. Break Types Configuration:
- Admin Configuration: Note that specific break types, such as 'lunch,' 'training,' and 'internal meeting,' are configured by call center administrators in the Admin Portal. If you need a specific break type that isn't available in your dropdown, contact your administrator.
5. Importance of Selecting the Correct Status:
- Reporting Accuracy: Each status type is logged and impacts how your availability is tracked for reporting. Choosing the correct break status, including Private Calls, ensures your availability and activity are accurately reflected in performance reports.
By selecting the correct status, you can manage your availability effectively while ensuring accurate reporting of time spent on breaks or handling private calls.