Question

How can I change the status of my agents?

Answer

An admin or a user with permission can change the status of their agents from the agent list in the Agent workload vs. capacity window of the live dashboards in Explore. This feature is available for accounts with omnichannel routing turned on.

You can change the agent status if you use omnichannel routing:

  1. Open Analytics
  2. Open Dashboards
  3. Open a live agent dashboard, such as Live data (including Messaging)
  4. Click the channel you want to view, such as Support - Agents online. Click Drill in to view the agents that are online
  5. Select the checkbox next to the agent's name, and select Change status at the bottom of the page to update the agent's statusChange agent's status from live dashboard.png

If you don't use omnichannel routing, agents must change their own statuses from Support.

  • If you use unified agent statuses, the agent can click their profile photo from Support to change their status
    With unified statuses.png
  • Without a unified agent status, the agent can click the speech bubble icon from SupportWithout the unified status.png
  • For legacy accounts that still use Chat and do not use the Agent Workspace, agents can change their status from the Chat pageFrom Chat.png

For more information, see this article: Seeing live agent status and activities with Explore.

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