Agent Statuses

Updated: August 23, 2024 

Agent Statuses declare the state of an agent's availability. Agent statuses are displayed in real-time on the live agent report and the agent's status bar on the agent dashboard.




Status configurations determine how a status will take on the agent if selected.

Go to: Contact Center > Agent Statuses

Click Create Agent Status to begin.



Name. The name is the title given to the status.

Reporting Flag. This flagging is reported on the Live Agent Report in real-time:

• None. This indicates no reporting will be made.
• On Call. This indicates that an agent on a call will be reported.
• Post Call. This indicates that an agent during the Post Wrap Up stage will be reported.

Agent Can Select: When enabled, this feature allows the agent to manually select the agent status. When disabled, the status will remain visible, but the agent cannot manually select it.

Color and Text Color (optional): These options allow for colors to be associated with an agents status. This is displayed on the agent dashboard status bar and on the Live Agent Report



Actions (Campaign and Queue). Actions are stages of readiness. This section sets how an agent is declared in a campaign or in a queue when this agent status has taken on the user. Select an option from each of the drop down menus to apply.

• Set Ready: This action indicates the agent is ready & available to receive calls.
• Set Not Ready: This action indicates the agent is not ready or available to receive calls.
• No Action: This action indicates no action. Note: with status, the agent may receive calls.
• Log Out: This action indicates that the agent has opted to log out of any ready or available statuses. This will log them out of campaigns and/or queues. Agents can still receive calls from manual inbound dials and internal transfers.

For example, if an agent status is "Not Available," and the agent does not want to receive a campaign or queue call while in this status, the "Campaign Action" and the "Queue Action" can be set to "Set Not Ready." This ensures the agent does not receive a call from any campaign or queue.

Note: Keep in mind, this "Actions" section only applies to campaigns and queues. Regular inbound calls can still ring on the agent's dashboard.



Click Save to finish.

Agent statuses are highly used with various reporting metrics. They provide key insights into the activity and productivity of your agents. It's very common to create additional statuses as they can bring insight to the use of the agent's time, such as "lunch," "break," or "meeting."

The following reports provide stats on agent statuses: "Agent Performance," "Campaign Performance," "Campaign Agent Performance," and "Custom CSV Reports."