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Product Category	Call Center
Product Family	Agent
Trouble Type	Check/Change Agent ACD Status
Support Tier	Triage
Last Updated	10/01/2018

XTIUM Knowledge Base > X Check or Change Agent ACD Status > image2018-10-16_8-38-9.png (UPDATE SCREENSHOT)

Go to the Call Center section of OSSmosis 5

XTIUM Knowledge Base > X Check or Change Agent ACD Status > image2018-10-16_8-38-46.png (UPDATE SCREENSHOT)

Press the 'Manage' button under Queue Management

XTIUM Knowledge Base > X Check or Change Agent ACD Status > image2018-10-16_8-39-9.png (UPDATE SCREENSHOT)

Press the 'Manage' button under Agents

XTIUM Knowledge Base > X Check or Change Agent ACD Status > image2018-10-16_8-41-52.png (UPDATE SCREENSHOT)

XTIUM Knowledge Base > X Check or Change Agent ACD Status > image2018-10-16_8-42-31.png (UPDATE SCREENSHOT)

Using the search bar at the top of the page, search for the Agent who's ACD status you would like to check/change

Once you have found them, click on the three vertical ellipses menu button on the right, and select 'Settings'

XTIUM Knowledge Base > X Check or Change Agent ACD Status > image2018-10-16_8-43-42.png (UPDATE SCREENSHOT)
(UPDATE SCREENSHOT)

The agent's current ACD state is show directly under their name in the field marked ACD State.

To change this state, click on the downware arrow in the drop-down menu marked ACD Status to view all of the possible states you can put the Agent in.

Clicking on the state of your choice will change the agent's ACD State to your selection.