Understanding 'First Status Set' in EnrollHere's Dialer System
Introduction
The 'First Status Set' field in EnrollHere's dialer system is a valuable tool for tracking agent activity. This article explains what the 'First Status Set' means, how it functions, and how it differs from the dialer login time.
What is 'First Status Set'?
'First Status Set' refers to the timestamp that records the first status change an agent makes during their scheduled working day in EnrollHere's dialer system. After being initially logged in but remaining in an Offline state, the 'First Status Set' records when the agent actively switches to any other status. For example:
Switching to 'Available' to take calls
Setting 'Paused' for a break period
In essence, it captures the exact moment when an agent is ready to engage in their tasks by interacting with their status settings.
Is 'First Status Set' the Same as when an Agent first logs in to the Dialer?
No, these are different. When an agent logs into the dialer they will just be in offline mode and nothing will change, the 'First Status Set' only activates when the agent initiates the first change to their status, such as switching to 'Available' or 'Paused.' For example:
If an agent logs into the dialer at 08:00 AM but stays in Offline mode until 08:15 AM, their 'First Status Set' would be 08:15 AM—when they change their status.
Practical Scenarios
Here are some scenarios where understanding the 'First Status Set' is helpful:
Tracking Effective Shift Start Times: Managers can use this field to determine when agents actively started their daily tasks, offering insights into punctuality and engagement.
Monitoring Agent Availability: By evaluating when the 'First Status Set' is recorded, team leads can identify patterns around agent engagement or delays in beginning work.
By accurately interpreting the 'First Status Set' field, both agents and managers can ensure efficient operation and transparency in agent activity tracking. For further assistance, refer to EnrollHere's user documentation or contact support.