Setting and removing Do Not Disturb in Ignite
When agents must become temporarily unavailable for receiving inbound multimedia interactions and internal voice interactions, including transfers, they can put themselves into Do Not Disturb (DND) and choose a code indicating why they are unavailable.
Agents in DND can receive external voice interactions, and existing chat and inbound/internal voice interactions continue until one of the parties ends the interaction.
Setting DND for one agent capability applies a DND status to all of the employee’s agents.
- Set DND and change DND codes
- Remove DND
Note:
Agents must remove DND to become available to receive inbound multimedia interactions or internal voice interactions
- Change to a Busy/Make Busy (MKB) state while in DND
- In the Sidebar, click the Do Not Disturb button.
- Select a DND code and click Apply.
Note:
Agents cannot program DND codes and can only select from the list provided.
- To change a DND code, follow the above steps.
- Click your avatar.
- Under State, click Do Not Disturb ….
- Choose a DND code.
- In the Status bar, click the X button.
- Click your avatar.
- Under State , click the X button next to Do Not Disturb ….
To change to a MKB state while in DND (DESKTOP)
If an agent changes their DND state to MKB, the agent remains in DND until this state is removed.
- In the Sidebar, click the Make Busy button.
- Select a Make Busy code and click Apply.
- In the Status bar, click the X button to remove yourself from DND and enter MKB.
To change to a Busy state while in DND (WEB)
If an employee applies a MKB state while in DND, the employee remains in DND until the DND state is removed.
- Click your avatar.
- Under State choose Busy....
- Choose a Busy code.
- Click your avatar.
- Under State, click the X button next to Do Not Disturb.