Changing Work Modes

When you are logged in to Skylight, you can specify your work mode. The work mode defines the direction for interactions that you'll handle.

• Inbound: You will only receive inbound interactions. For example, inbound or transferred interactions. This includes queue callback requests because they are created by an inbound customer in queue.
  This is the default work mode when first logging in to Skylight.
• Outbound: You will only be offered outbound interactions that you did not initiate. For example, interactions created by a customer requested call.
• Do Not Disturb Outbound: You will not be offered any inbound or outbound interactions. The only interactions are those with a direction of Agent Initiated that you initiate. For example, interactions you create by using the dial pad, Click to Dial, or Click to Email.

Work modes can be changed by users with the default Agent, Supervisor, or Administrator roles or a custom role that includes either the MANAGE_MY_DIRECTION or MANAGE_ALL_USERS_DIRECTION permission.

To change your work mode: 

1. Click on your presence state (for example, Not Ready or Ready) in the global footer.
   The status menu opens.
2. Click Mode to expand the options.
3. Select the desired work mode.
   • Inbound
   • Outbound
   • Do Not Disturb Outbound
4. Collapse the status menu by clicking your presence state again.