Configuring agent statuses (EAP)

Note: The agent statuses feature is currently in an Early Access Program (EAP). You can sign up for the EAP here.

Fastpath: Admin Center > People > Team > Agent statuses

The Agent Statuses EAP provides a way for agents to set a single status for Support, Talk, and Messaging, and can be used with or without the Routing EAP. There are four default agent statuses: online, away, transfer only, and offline. Additionally, admins can define custom agent statuses unique to their workflows.

This article contains the following topics:

• Limitations of the Agent Statuses EAP
• Enabling agent statuses
• Setting agent statuses
• Adding custom statuses for agents to use
• Managing agent statuses

Limitations of the Agent Statuses EAP

The following limitations exist for the Agent Statuses EAP:

• Accounts can't have more than 100 custom agent statuses.
• Operating hours won't set an agent's status.
• An agent's Talk status can't be changed by admins or via an API.
• The Explore live dashboards won't display data for messaging statuses.
• If call forwarding is enabled and the status of an agent is automatically set to offline because the agent has been disconnected, calls to the agent will no longer be forwarded to other agents.

Enabling agent statuses

Before agents can set a single status across multiple channels, an admin must enable the feature.

To enable agent statuses

1. In Admin Center, click People in the sidebar, then select Team > Agent statuses.
2. Click Enable agent statuses.

   After the feature is enabled, you'll see a list of the default agent statuses and options to create custom statuses.

Setting agent statuses

Agents must always set their status manually.

If an agent forgets to set their status to offline, the status of the agent is automatically set to offline when one of the following events is detected:

• An agent closes the Agent Workspace without signing out

• An agent’s connection is lost due to some network outage

Adding custom statuses for agents to use

If your workflow requires more statuses than the default four (online, away, transfer only, and offline), admins can create up to 100 custom statuses. Custom statuses are available to all agents on your account. The colors associated with custom statuses are based on routing and can't be edited.

To add a custom agent status

1. In Admin Center, click People in the sidebar, then select Team > Agent statuses.
2. Click Create agent status.
3. Give the new status a short, unique name. The name can't exceed 100 characters.
4. Define the routing behavior by channel for Email, Messaging, and Talk when agents have set this status.
5. Click Save.

Managing agent statuses

The default agent statuses are view-only, but custom statuses can be edited or deleted. You may need to refresh the Agent Workspace to see your changes.

Editing a custom status won't change the status of any agent using that status at the time. The updated status definition won't be applied to that agent until the next time they set that status.

To edit a custom status

1. In Admin Center, click People in the sidebar, then select Team > Agent statuses.
2. Find the custom status in the list, click the options icon (), and select Edit.
3. Make your changes and click Save.

To delete a custom status

1. In Admin Center, click People in the sidebar, then select Team > Agent statuses.
2. Find the custom status in the list, click the options icon (), and select Delete.
3. In the confirmation dialog, click Delete.

   When a status is deleted, any agents using the status at the time are notified, set to offline, and encouraged to set a new status.