Agent Status, Routing and Monitoring FAQ

Learn more from our product team on these exciting new features announced at Relate. 

Which channels does the new Custom Agent Status apply to?

The new Custom Agent Status is only available in the Agent Workspace and applies to web/email, messaging and phone channels.

How many Custom Agent Statuses can I create?

This depends on which Suite plan you have subscribed to; those on Suite Enterprise can create up to 100 Custom Agent Statuses while those on Suite Professional can create up to 30. Custom Agent Statuses are not available for plans Growth and below. 

Can Custom Agent Statuses be incorporated into other Explore reports?

At the moment, this dataset is not currently available in Explore. It is, however, on our 9 month roadmap so please keep an eye out!

How do Real Time Dashboards differ from Live Agent Activity Reporting?

Real Time Dashboards show you volume across channels at that moment in time, while Live Agent Activity Reporting provides that extra layer of insight showing you how many agents are in a particular status. Both solutions empower Team Leads to know where they need to focus their teams efforts at that moment in time and who they can pull in to help.

How is Omnichannel Routing different from Skills Based Routing?

Skills Based Routing gives teams the ability to define "skills" and associate them to individual agents. For each skill, you can also define a set of ticket conditions. These conditions can then be used to configure a view that identifies which tickets match the skills of whomever is looking at it. 

Omnichannel Routing is a centralized solution that takes Skills Based Routing to a whole other level by routing incoming conversations from any channel and distributes based off of agent capacity, state and eventually skill using triggers.

When will these exciting new features be available?

Unified Agent Status and Custom Agent Statuses are currently in EAP and will GA along with Omnichannel Routing in the second half of this year. Live Agent Activity Reporting will also be available in the second half of this year.