😃Agent status

Overview

Each agent has a corresponding status that reflects the agent's current working state, including whether they are busy and whether they can answer calls from direct lines.

The purpose of these statuses is to allow your team to clearly know each agent's availability and ability to answer calls. By setting an agent's status, other members or systems can understand whether the agent can receive incoming calls, handle customer inquiries, or needs a break, etc.

Status List

Status	Description	Received direct line assignment	Can change status
Logging in	The agent has just logged into the system.		✅
Logged out	The agent has not logged into the system.		✅
Not Ready	Follow-up status after the agent logs in.		✅
Ready	Indicates ready to handle direct line calls; this status is manually switched by the agent.	✅	✅
Assigned	The status during the period when the customer selects an assigned agent in the incoming system but additional voice or audio files need to be played and the call has not yet truly reached the agent.	✅
Busy	On a call.
After-call work	Just finished a call and is performing subsequent tasks or work, such as sending emails or creating tickets; this status remains until the agent manually changes it.		✅
No answer	There is an incoming call but no action is taken (answer, reject, etc.) until timeout.		✅
Meal	One of the non-ready statuses, indicating a meal period.		✅
Break	One of the non-ready statuses, indicating the agent is on a break.		✅
Restroom	One of the non-ready statuses, indicating the agent has gone to the restroom.		✅
Clerical	One of the non-ready statuses, indicating the agent is handling clerical work, such as faxing or filling out forms.		✅
Training	One of the non-ready statuses, indicating the agent is in training or a meeting.		✅