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Changing an ACD status for an agent

As a supervisor you can change an agent’s automatic call distributor (ACD) status (state) if the agent is away or too busy to change the status.

To change an ACD status for an agent:

  1. To find the agent, from the Contacts pane, click the green arrow pointing up next to Agents.
contact center supervisor contacts agents monitored agents
  1. Click on the agent’s name.
contacts pane agent directory changing agent acd status
  1. Click the ACD button.
contact center supervisor agent acd status
  1. From the ACD status list, select the status you want for the agent.

    The agent’s status immediately changes in the Contact Center Supervisor Client, Agent Client, and on the agent’s desk phone.
acd status options