What is this SOP for? This SOP will help you determine what to choose when logged into Dialpad.
Why is this needed?
This SOP is important so that we can run Agent Availability Reports. These reports help us determine where and when phones should in a day/week/month.
What is this SOP for?
This SOP will help you determine what to choose when logged into Dialpad.
Why is this needed?
This SOP is important so that we can run Agent Availability Reports. These reports help us determine where and when phones should be staffed in a day/week/month.
Example of the Agent Status Window
Status Definitions and Usage
- Available: Choose this status when you are ready to take incoming phone calls.
- Off Duty: Put yourself in this status when you leave for the day.
- Break: This status should be used for your morning and afternoon break only.
- Lunch: Click this status when you have gone to lunch.
- Department Meeting: Any internal meeting you are required to attend for the Customer Engagement department.
- Company Meeting: Internal meeting you are required for AAHA.
- 1:1 Meeting: Use this status when you are meeting with your supervisor for your weekly/monthly check ins.
- Training: Any training that is required should be under this status.
- Off-Phone Work: Non- Phone work is sometimes necessary. When you have this type of work, please put yourself into this status.
- Unscheduled Break: If you need to step away from your desk for any other reason than the above list, please use this status.
- Personal Development: Use this time for when you have time set aside for Personal Development like attending a Webinar, doing Continuing Education credits, etc.
Customer Engagement Agents: Utilize Agent Status's for all workdays. Your status report will be one of the reports that is reviewed in your monthly 1:1.
If you have any feedback on this article, we would greatly appreciate it if you could send it to liana.jensen@aaha.com.