Idle: This should be the default status by default.
Outbound Calls: This status is used for making outbound calls & reviewing tickets only. Be careful not to be in this status for too long when not making calls. Be in idle if you are not actively reviewing a ticket that you are about to call.
• The customer should be on the phone when you run the custom task.
• If you are on a queue call and running a custom task you would stay in IDLE with the customer on the phone.
• Do not disconnect a phone call when completing custom tasks. Work on your small talk skills while waiting on the task.
Other Post: This status is used for the following: Webchat, Training, Voicemail Entry, E-Mails (Checking and Responding), and any other time you are not IDLE, TICKET RELATED, or STAFF RELATED.
Staff Related: When talking to Marcel or Joseph when not on a queue call or on with a customer in TICKET RELATED (if your on with a customer you would not use this status), or when in a meeting of any kind. Basically, if you have to put a customer on hold to speak with someone, you would not use this status.
Break 15 min: When taking an allowed break.
Lunch 30 min: When taking an allowed lunch.