User Guide

Getting Work 27
Managing Availability
Your administrator can configure the system in such a way that activities are routed to you only if you are
available to work on them. In the Agent Console, there are two parts to managing your availability.
 Configuring your default availability settings
 Modifying the configured settings for short periods of time
Configuring Availability Settings
If you are working on an activity and you think that you won’t be able to handle any other incoming activities at
that time, you can change your availability settings. This ensures that no new activities are assigned to you by the
system. If anyone is transferring an activity to you, they too will know that you are unavailable to handle any new
activities. This makes sure that if an activity needs immediate handling, it is not transferred to an unavailable
agent.
To configure availability settings:
1. Go to the Main Inbox.
2. In the inbox pane toolbar, point to the More button, and select Configure Availability.
3. In the Configure Availability window, select the activities types for which you want to make yourself
available. Only activity types for which you have the required licenses are displayed here. Click the OK
button.
Configure your availability
Making Yourself Available in the Main Inbox
The availability options in the inbox toolbar (Available, Available for Chat, Available for other channels) work in
conjunction with your default availability configuration. If you are busy and cannot handle any new activity for
some time, change your availability status by unselecting the check boxes on the list pane toolbar. This is most
useful when you have to make yourself unavailable for a short time. When you make yourself unavailable, the
system ignores the settings configured by using the Configure Availability option and shows you as unavailable
Important: This feature is for use by standalone Unified EIM and both standalone and
mapped Unified WIM agents. Availability for mapped Unified EIM agents is managed
through Unified CCE. Mapped Unified WIM agents should set their availability using this
feature to have chat activities routed to them.