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Default Statuses

By default, the following statuses are available:
  • Online — Agent is active and available to take queries.
  • Offline — Agent is logged out or unavailable.
  • Unavailable — Agent is logged in but not accepting new queries.

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Adding a New Status

1

Click Add New Status

Open the Agent Status tab and select Add New Status.
2

Set Status Name

Enter a clear name for the new status (e.g., Break, In Training, On Call).
3

Choose a Symbol

Assign a symbol or icon to visually identify the status.
4

Define Availability

Select whether an agent in this status is considered available to handle queries.
5

Save

Save the status so it appears in the list of agent states.

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Best Practices

  • Keep statuses simple and descriptive (e.g., “Lunch Break” vs. just “Unavailable”).
  • Use non-available statuses for internal tracking (e.g., “Training” or “Meeting”).
  • Standardize across teams to avoid confusion when monitoring queues.
Statuses can be used in analytics and assignment logic to better understand agent workload and availability.