If you want your colleagues to know why and for how long you will not be available for contacts, you can set an activity by selecting one in ACE Agent. An activity is in ACE a message stating
- the reason for your absence, e.g. lunch, meeting or vacation,
- duration, with an estimated time when you expect to be available for new contacts again,
- any free text comment.
The Activity menu in ACE Agent
To the right of the Pause button there is an arrow. A click on the arrow opens an Activity menu – a list of various reasons for absence. The Activity menu can also be opened with Ctrl Shift I.
The activities you can select form are linked to your present work level. The work levels an agent must be in, to be able to use a specific activity, is set in ACE Admin. Whether activities should be set in connection with logout, is also set in ACE Admin.
The Pause button turns into Activity when you are paused. If you want to give an activity when already paused, you click on the arrow to the right of the Activity button.
If the administrator has configured that an activity must always be supplied at pausing, the Pause button will be labelled Activity all the time. Furthermore, the Activity support function will open automatically when you pause yourself.
If the administrator has configured that an activity must be set at logout from ACE Agent, the support function for Activity will be opened. You may, just like in connection with pausing, change all default values.
If you are using a presence system, it could be set up to automatically transfer status to the external presence system when you switch to Pause or Ready in ACE Agent. You may then see messages related to the presence system.
The Activity support function
If you want to enter your own time option or a comment, you select Other at the bottom of the menu with actitity types. The Activity support function is then opened. Select absence type, type a text you want your colleagues to see, and then click on OK. If you have already chosen an activity, your earlier selections will be filled in in the Activity support function.
The Activity function can also be opened from the Functions | Activity menu choice or with the Ctrl Shift H shortcut command.
Remove Activity
The stop time for the pause duration is just information. There is no automatic activation when the stop time has passed but you must log in to a work level and make yourself ready. When you have made yourself ready, the set activity is removed.
Activities for logged-out agents can also be changed and removed by the administrator in ACE Pulse and by the operator handling attdendant messages via Unifinder. They can also log out agents that for various reasons have not logged out from ACE Agent.
Your activity is seen by other agents via the Make call and Send messages functions, and in the Enquiry, and the Agent status overview windows. You see any free text comments to your own activity when you move the mouse pointer over the status field.