Agents are able to change their channel availability from their dashboard.
Channel availability allows agents to alternate between inbound and outbound channel availability.
Inbound Availability - Agents are eligible to receive incoming interactions.
Outbound Availability - Agents are eligible to receive campaign-related tasks ( when outbound availability is selected agents will not receive incoming interactions such as calls, chat, email, SMS, tickets, and instant messages. )
For an agent to change their channel availability the following steps should be followed:
Step 1: After logging into the agent dashboard click the channel availability button on the toolbar to be presented with a drop-down list.
From the drop-down, you will be able to select the appropriate channel, once a channel is selected it will be highlighted to indicate that it is active.