On the User Breaks tab of Users > User Management, you can set up user breaks so that agents can indicate when they are available for calls or on a break. Each agent's state is reflected on the Realtime Dashboard.
In every Dialer, the Online state is the default one. Once the agents log in, they are automatically assigned the Online state. In this state, they can make manual calls or clock in to work in the Predictive mode.
In addition to the Online state, you can create other states (or user breaks), as many types as you need. If the agents set any state other than Online, they will not receive incoming calls.
To create a new break type (user state):
Go to Users ->User Management, then switch to the User Breaks tab.
On the page that opens, click Create New Break.
Enter the name of your new break and its DTMF number. Then select the checkbox below if you want to enable the break right away.
Click Create.
What is DTMF?
DTMF (Dual tone multi-frequency) is a technology for transmitting keypad digits via unique tone combinations.
To change the state, an agent must dial *14 and press the DTMF number corresponding to the desired state. It will take a few seconds for the state to be changed and shown on the Realtime Dashboard.