Manage your availability for inbound interactions (Edify App)

Edify App > Status > Manage your availability for inbound interactions (Edify App)

This article explains how to set your status as an Edify CX user to manage your availability for telling the system that you’re ready to receive and handle inbound interactions in Edify App.

In this article

Overview

To be available to receive inbound interactions, you must meet two criteria:

  • Have a logged in CX status

  • Have an “available” user status

This article explains how to toggle these settings so that you’re available or unavailable to receive new, inbound interactions.

To learn more about managing your statuses to be available for inbound interactions, see: Overview: User status (Edify App)

Steps

1. Log into Edify App at app.edify.cx.

2. Click the Q button to access the CX Status toggle.

3. Set the toggle as...

  • Green to make yourself available to receive interactions

  • Red to make yourself unavailable to receive interactions

4. Click the user status.

5. Open the status type menu.

6. Set the status type as...

  • Available to make yourself available to receive interactions

  • Any other status to make yourself unavailable to receive interactions

Note: When your CX Status is set to ’Logged In’, you have a presence in the queue. You can see queue activity, manually open and view interactions, and the system waits for you to become ready to receive inbound interactions.

This means that the system won’t send you an inbound interaction until your user status is set to ‘Available,’ so the system will have the customer continue to wait on hold until a queue user’ status changes to ‘Available’ if their CX Status is logged on.