Availability determines if a profile will be attempted for an incoming alert. These statuses also help reflect to the team who is currently available, not actively available to receive inbound alerts but is still working in the system, and who is on break.

Available

Incoming calls including phone calls, virtual calls, and/or SMS messages will attempt your profile.

Heads Down

No incoming calls will attempt your profile; however, you do maintain system visibility and functionality for outbound communications. When in this status, the call queue and task list can also easily be monitored to indicate coverage gaps requiring additional Available agents. 

On Break 

No incoming calls will attempt your profile. This status indicates you are away from your desk and not actively working. You will need to select your reason for this break. 

• Having lunch
• Having coffee (tea)
• Stepping away for a bit...

When in this status, the system cannot be accessed until you return to Ease Connect and select "I'm Back". This ensures the profile is recognized as offline within tracked metrics for this duration

Important Notes

1. Team availability can be seen across all users within the Virtual Managers tab in Ease Connect. This helps provide clear transparency into current coverage and team availability. 
2. Availability status durations are tracked within the Operational Health Dashboard (OHD)