Login Agents In

When you log on an agent in Ignite Web, you make them available to receive voice interactions.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite (WEB).

To log on a voice agent

  1.  In the monitor, select the agent you want to log on.
  2. Click State=>Available.
  3. Enter the agent’s extension and PIN (if enabled) and click Login.

Note

Step 3 is not required if the agent is set to automatically log in when the ‘Available’ state is selected.

Logoff Agents

When you log off an agent in Ignite Web, you make them unavailable to receive all media interactions, including voice, email, chat, SMS, and open media.

The following procedure takes place in either an Agent State or Employee State monitor in Ignite Web.

To log off an agent

  1. In the monitor, select the agent you want to log off.
  2. Click State=>Offline.