The below call center agent view shows the different states the call center agent can have such as Offline. When the call center agent is offline as shown below, they are not able to receive calls that are coming into the call center.
The Offline options enable a specific reason to be indicated which provides visibility on why the call center agent is not logged in to a particular call queue. The Offline state for the call center agent can be further defined by selecting: Lunch, Break, Meeting, Other and Web.
This information flows through to the call center reports available to the
call center supervisor.
The Single Call Mode is really not used because as a call center agent, you would be online to receive calls or offline in general or for a specific reason such as lunch, break, etc.