Going on break

The drop-down menu at the top center of the screen will display your availability mode as Prep Work if you have signed in for the first time today.

If you have been receiving calls, then your availability mode is probably set to Ready or Inbound only.

To stop receiving calls

  • Change the drop-down menu described above to any option other than Ready or Inbound only.
  • Try to choose an option that is related to the break you are taking. If you are not sure, check with your Manager.

Some common availability modes are listed in the table on the Availability modes page.

Can I limit the amount of break or any other availability mode that agents get paid for?

To limit the time for an availability mode, select “Settings”. Then select “Agent Options”. Under “Availability Settings” select “Alter Availability Modes”. Select the mode you want to edit and fill in the fields under “Time Restrictions”. Click on “Save”.

What are the availability mode options I can choose from?

While managers can add, edit, and configure availability modes as needed, some common availability modes are listed in the table on the “Availability modes” page.