AGENT STATUS AND ITS IMPORTANCE : I

Agent status refers to a feature that allows call center agents to display their present state of work to the rest of the team. The most common method of doing this is to select a status from a pre-created drop-down menu. Generally, there are six agent statuses. All of them have been listed below: i) Available ii) On a Call iii) Busy iv) Away v) After Call Work vi) Offline Here we have mentioned the most important reasons for inculcating agent status in call centers: 1.KPI optimization: With the aid of this feature, it becomes easy to extract agent status reports for the call center as a whole as well, as specific agents. These agent reporting metrics further enable managers to know exactly how agents have spent their time. Moreover, the agent status reports can also be utilized for diagnosing a number of call center issues and inefficiencies. Based on these key performance indicators, managers may determine if additional agents should be hired or that staff need to be let go to properly handle the call volume. Employing the agent status feature actually enables them to notice exceptional agent productivity and detect inefficiencies. Thereafter, strategies can be adopted to exempt the shortcomings of the system. rn2. Encourages teamworking: Agents can easily determine who is available to make and receive calls, with the help of this call center software feature. In the case of call transfers, agent status is very useful as it helps ensure that customers who are transferred are connected quickly with available agents. It enables the agents to easily stay updated with the present status of all the others, hence further encouraging teamwork. This efficacious software helps them know exactly when to reach out, when to transfer a call and when they should take a break. Thus, the entire staff can work as a team with the help of this software. rnKEYWORDS: live chat,free chat,free chat box,free live chat,chat in website,live chat software,free live chat software,live chat for website,free live chat,website to chat,free website live chat app,live chat support,website with live chat,live chat support on website,chat support for website,live chat software free,live chat software for website free,hired chat agents,hire live chat agent,hire chat support agents,live chat agent,live chat agents,free live chat support,add chat to your website,website for free,website chat plugin,wordpress,ecommerce website chat plugin,embed chat into website,live chat for your website,live chat support website,live chat on your website,website monitoring,live website monitoring,website monitoring tool free