Managing your agent status correctly keeps callers moving quickly to an available agent rather than waiting unnecessarily on hold.
Quick start
1. Check the Agent Status Bar color to confirm whether you are Ready (green), On-call (blue), in Cooldown (yellow), or Inactive (red).
2. Use the Status Bar dropdown to change your status before stepping away or when you return.
3. At the end of your shift, switch to Offline so callers are never queued for an unavailable agent.
Agent status colors
(A) Ready – green bar
Use Ready when you are available to accept inbound calls.
The Agent Status Bar is green.
By default, you are set to Ready when you connect as an agent (unless you choose another option).
(B) On-call – blue bar
On-call means you are actively speaking with a caller.
The Agent Status Bar is blue.
The status text shows Connected to # after you connect the call.
(C) Cooldown – yellow bar
Cooldown gives you a short wrap-up window after each call before presenting the next one.
The Agent Status Bar is yellow.
When you end a call, your status automatically switches to Cooldown.
The Cooldown duration is set by your management team.
When the Cooldown period ends, your status automatically returns to Ready.
You can switch back to Ready early at any time using the Status Bar dropdown.
(D) Inactive – red bar
Use an Inactive status when you are signed in but temporarily unavailable to take calls.
The Agent Status Bar is red.
Multiple Inactive options may be available (for example: Lunch, Break, Meeting), as configured by your management team.
Any Inactive status keeps you signed in as an agent but stops new inbound calls from routing to you.
No Mic status
No Mic can appear when you are connected via your computer and your microphone is blocked or disconnected.
Before your first outbound or inbound call, the system prompts you to allow microphone access for your headset. If you select Block instead of Allow, or your headset is not connected, you may see this status.
To fix this, first confirm that your headset is connected to your computer, then allow microphone access in your Chrome browser settings.
Change your status
Use the Status Bar dropdown to switch between Ready, Cooldown, and any available Inactive reasons.
Locate the Agent Status Bar at the top of your screen.
Click the Status Bar dropdown.
Select the status that best matches your availability (for example, Ready, Lunch, Break).
Go offline
Always switch to Offline when you are done taking calls for the day, so callers are not held in a queue with no available agents.
Open the Status Bar dropdown.
Select Offline.
Confirm that your Agent Status Bar no longer shows you as available.