Hi,
Agents using the PhoneBridge built-in dialer have no way to change their own status. The only options are:
- Ask a supervisor or admin to change it manually from the User module
- Rely on the Agent Status Schedule for shift start/end
Neither of these works for ad-hoc status changes such as going on a break, stepping away for a meeting, or any situation that isn't planned in advance. An agent using the built-in dialer is completely dependent on their supervisor for something as basic as marking themselves unavailable.
This is a show-stopper for contact center operations. Agents need to be able to manage their own availability in real time, independently.
Feature request:
Add the ability for agents to set their own status (Available, Busy, On Break, Offline) directly from the PhoneBridge built-in dialer — the same way they can in ZDialer.
In general, we ask that Zoho align the feature set between PhoneBridge and ZDialer. Currently some critical features are only available in one or the other, which forces agents to switch between two tools to do one job. A contact center needs one consistent, reliable experience regardless of which dialer the agent is using
Regards,
Ram