Yes, especially if an Active status is related to helping Customers through different Channels. If an Active status has an Agent working on Tasks not related to actively answering incoming Customer requests, then they need to make sure they're not available to receive work on any Channel.
Do Agents need to update their Availability if they change their Active status?
- Published on Jan 30, 2025
- 1 minute(s) read
To be unavailable is telling the routing engine not to route any Customers waiting on a Channel(s) you made yourself unavailable. For example, going unavailable for Voice means you will not be routed calling Customers.
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