Agent statuses show whether an agent is currently available to handle interactions, what they’re working on, or where they are. These statuses appear in:
- The Interaction Console (for agents)
- The Live Dashboard / Agent Overview (for supervisors)
Default statuses include Available, Unavailable, and Offline, but supervisors can create additional bespoke options to give more context about agent activity.
➕ Adding Agent status options
- Go to Settings → General in the left-hand menu.
- Scroll to Routing System.
- Click Add Status and enter the options you want to include.
- Toggle the Available button to decide whether the new status means the agent is able to accept interactions or not.
- You can only edit or delete your bespoke options.
- Click Update Routing System to save
The new options will now appear in the Agent Console in alphabetical order.
Note: Salesforce users can complete the steps inside Salesforce.
🔄 View & Update an Agent’s Status
Sometimes supervisors need to update an agent’s status on their behalf, for example, if the agent forgot to set themselves to Offline at the end of their shift, or if they are away from their desk but their status still shows as Available. Updating the status ensures that interactions are routed correctly and that reporting stays accurate.
Step 1: Open Live Dashboard Agent Overview tab
- Go to Live Dashboard in the left-hand menu.
- Open Agent Overview. (If you can’t see it, click the + button to add it).
Step 3: Find the user
Search for an agent or browse by queue.
Step 4: Change the user’s status
Click the blue status text, select a new status from the dropdown, then click the tick icon to confirm.
