Unified agent statusis part ofomnichannel routingand provides a way for agents to control availability for Support, Talk, and Messaging from a single menu. The default agent statuses are view-only, butcustom unified agent statusescan be edited or deleted. Admins can alsoenable and configure an idle timeoutrule to automatically set idle agents toawayoroffline.
Viewing unified agent statuses
When you enable omnichannel routing, native unified agent statuses automatically become available for agents to use across channels. They cannot be edited, but you may review their configuration. If you add custom unified agent statuses (Professional and Enterprise plans), they are also available for all agents to use.
- InAdmin Center, click
Objects and rules在sidebar, then selectOmnichannel routing > Agent statuses. - To view how a default status is set up, click the options menu icon (
),然后选择View details. - Review the configuration and clickCloseto return to the list.
编辑ing a custom unified agent status
Native unified agent statuses can't be edited. If you created custom unified statuses, you can modify them at any time. However, editing a custom unified status won't change the status of any agent using that status at the time. The updated status name and definition won't be applied to that agent until the next time they set that status. For this reason, consider deploying outside of business hours if possible, or when fewer agents are online.
To edit a custom unified status
- InAdmin Center, clickObjects and rules在sidebar, then selectOmnichannel routing > Agent statuses.
- Find the custom status in the list, click the options menu icon (), and select编辑.
- Make your changes and then clickSave.
You might need to refresh the Agent Workspace to see your changes.
Deleting a custom unified agent status
When a custom unified status is deleted, any agents using the status at the time are notified, set to offline, and encouraged to set a new status.
- InAdmin Center, clickObjects and rules在sidebar, then selectOmnichannel routing > Agent statuses.
- Find the custom status in the list, click the options menu icon (), and select删除.
- In the confirmation dialog, click删除.
2 Comments
Hi - can you report on the times spent in each status? Thanks
Unfortunately, it is currently not possible, but our developers are planning to do so and have historical reporting on their roadmap.
We can not say yet when this feature will be released.
Pleasesign into leave a comment.