Symptom / Need

You need to enable or disable the option so that an agent can manually activate or deactivate themselves from the call and chat queue in wolkvox Agent.

Context / Scenarios

•  Control needs to be given to the agent so that they can manage their availability in the interaction queue. 
•  The operation needs to restrict this option so that the agent always remains active in the queue. 
•  An agent is not receiving calls or chats and it is detected that he or she does not have the option to enter or leave the queue enabled. 

Answer (Solution/Recommendation)

To change an agent's permission to enter or leave the queue in wolkvox Manager, follow these steps:

•  Enter wolkvox Manager and in the left side menu select Agents & Skills > Agents. 
•  Locate the agent you want to change this setting for. You can search for them by agent ID or name. 
•  Right click on the agent and select "Edit Agent Information". 
•  In the pop-up window, go to the Advanced Information tab. 
•  In the "Show switch for agent to enter or exit queue" field, select one of the following options from the drop-down menu: 
  •  "yes": The agent will be able to see and use the “In Queue” switch in wolkvox Agent, allowing them to opt in or out of the call and chat queue. 
  •  "no": The agent will not be able to see or modify their status in the queue, so they will always be available to receive interactions. 
•  Click "Save" to apply the changes.

💡 Note: If the switch is disabled, the agent will not be able to leave the queue and will continue to receive calls and chats according to their skill settings.