1.) In the RingCentral NICE Contac Center - navigate to the waffle icon and select Supervisor





2.) Once there you should see the following page. Select Insights, then the AGENTS tab, and then the 3 dots located at the end of the Agents Row, then you will select Change agent state

  • Note: that you cannot change someone's availability status when they are on an active call or logged out (the option to change the status will be grayed out.)