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Slack download conversation9/15/2023 ![]() MY WORK – Displays all conversations agent is working on at the moment.The default status is Active and the Agent can change this status at any time.Īvailable statuses are: Active, Busy, Offline, and Away (agents can set these per their current workload to denote their availability in the contact center) ![]() To change the status, the agent should navigate to their User profile in the bottom left corner > Choose status from the drop-down menu below their agent name and profile picture. The status reflects several things, however, it's important because this way Supervisors can track and manage team capacity in real time. To start, the agent needs to log in to the Infobip web interface and navigate to the Conversations module on the left-menu navigation.įor performance optimization, agents should mark their availability by changing their status when taking over a conversation. Once you've set up the environment, agents can start managing conversations and customer inquiries.Īll conversation management happens within the Conversations module (e.g., Agent panel).
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