Managing the unified agent statuses available to your agents

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Quick Look: Admin Center > Objects and rules > Omnichannel routing > Agent statuses

Unified agent status is part of omnichannel routing and provides a way for agents to control availability for Support, Talk, and Messaging from a single menu. The default agent statuses are view-only, but custom unified agent statuses can be edited or deleted. Admins can also enable and configure an idle timeout rule to automatically set idle agents to away or offline.

This article contains the following topics:

• Viewing unified agent statuses
• Editing a custom unified agent status
• Deleting a custom unified agent status

If necessary, admins can use the Unified Agent Status API to view and set an agent's unified status or the Group Availability API to view availability and capacity data at the group level.

Viewing unified agent statuses

When you enable omnichannel routing, native unified agent statuses automatically become available for agents to use across channels. They cannot be edited, but you may review their configuration. If you add custom unified agent statuses (Professional and Enterprise plans), they are also available for all agents to use.

To review unified agent statuses

1. In Admin Center, click Objects and rules in the sidebar, then select Omnichannel routing > Agent statuses.
2. To view how a default status is set up, click the options menu icon (), and then select View details.
3. Review the configuration and click Close to return to the list.

   

Editing a custom unified agent status

Native unified agent statuses can't be edited. If you created custom unified statuses, you can modify them at any time. However, editing a custom unified status won't change the status of any agent using that status at the time. The updated status name and definition won't be applied to that agent until the next time they set that status. For this reason, consider deploying updates outside of business hours if possible, or when fewer agents are online.

To edit a custom unified status

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

   You might need to refresh the Agent Workspace to see your changes.

Deleting a custom unified agent status

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

To delete a custom unified status

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