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Changing an agent's availability for automatically distributed calls

If an agent is spending too much time unavailable for calls or in wrap up, or if you want to allow them more time to sort out an issue, you can change their availability for calls.

To change an agent's availability for automatically distributed calls

  1. From the Agents tab of Contacts, select an agent.
  2. Select Availability for calls.
  3. Select an availability option from the list.

    The agent's availability changes. They can see the icon change next to their name, but are not notified of the change in any other way.

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