Use this when an agent is showing as Busy or On The Phone, but they are no longer on a call.

What to do first

1. Open the Supervisor Portal.
2. Navigate to Resources > Agents
3. Click on the agent in question and click ‘Edit’

4. Click ‘Logoff as agent’

5. Click ‘OK’ in the pop-up box to confirm.
6. Ask the agent to clear their browser cache and cookies.
7. Ask the agent to close the browser fully.
8. Ask the agent to open a new browser session and log back in.

If the agent is still stuck

Reset the user from the Admin Portal.

1. Go to Resources > Users
2. Click on ‘Additional user actions’

3. In the action drop-down, select ‘Reset user’.

4. Select a user or multiple users and click ‘Go’.

Resetting the user clears the stuck Busy state and returns the user to Available.