Custom Agent Statuses

Custom Agent Statuses

An administrator can add a set of unavailable statuses that agents can select to indicate the reason they are unavailable to take a chat.

Administrator settings

A user with administrator permissions can add to a list of Custom Agent Statuses that can be selected when the agent changed to "Unavailable".

 

Custom agent status configuration screen

 

Agent settings

Each agent can select a preset status or enter a one-time custom reason for unavailable.

 

Setting custom unavailable status

 

Manager’s dashboard visibility

The unavailable status is displayed on the Manager’s dashboard, in the Online Agents widget

 

Display of a custom unavailable status on the Manager's dashboard

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