From Bright Pattern Documentation
Changing Agent State
As a supervisor, you can change the current state of any agent on your team. As a supervisor, you can change the Not Ready state of any agent on your team. You can also force an agent to log out if they are in a Ready or Not Ready state.
To change an agent state:
- Click the Agent State icon in the Agent Metrics View.
- Select the desired agent state from the drop-down menu. Note that forced state changes may or may not be available depending on the current agent activity. For example, no forced state changes will be permitted for agents actively handling service interactions.